Managing Customer Engagement Professionally

Course Objectives

• Manage customer engagement
• Improve your working relationships through understanding and building rapport
• Gather more information from customers
• Create a plan for building and improving your business relationships

Target Audience

Functional Managers and Executives who are involved in managing customers either in a supportive, managerial or operational capacity and team members who deal with customers It provides insight into common models of customer engagement, and shows how to determine and prioritise requirements. You will learn the importance of establishing appropriate performance measures to monitor and review in managing customers and discuss common problems, such as dealing with conflict, communications roadblocks and resistance to change

Methodology

This stimulating program will maximize understanding and learning through lectures, discussions case studies and practical activities.

Course Modules

MODULE 1 – WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
MODULE 2: COMMUNICATIONS TECHNIQUES
MODULE 3: EFFECTIVE COMMUNICATION – HOW TO IMPROVE RESPONSE RATE
MODULE 4: DEALING WITH COMPLAINTS
MODULE 5 THE INTERPERSONAL SKILLS OF INFLUENCING, PERSUADING & NEGOTIATING