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Course Description

BUS 166 Building Great Customer Relationships

Customer service staff play a critical role in building long-lasting relationships with customers. Whether it is face-to-face, on the phone, or via email; and whether it is with internal or external customers, every interaction can make or break that relationship. Having a great product or service is no longer enough. Today's customers expect outstanding service, and providing outstanding service can give your business a competitive edge. In this highly interactive one-day seminar, you will focus on many important aspects of customer service, and will have the opportunity to practise and refine skills through case studies, role play scenarios, and other experiential activities.

Topics

  • Defining who and what a customer is
  • Internal and external customers
  • Understanding what is important to today's customers
  • Identifying personal biases and assumptions that can influence customer interactions
  • Methods for proactively managing stress
  • Diffusing emotionally-charged situations and the importance of voice tone, word choice and body language
  • Communication styles
  • Communication techniques, including active listening, paraphrasing and mirroring
  • Techniques for listening to customers, and ways to uncover hidden or unspoken needs
  • How to exceed your customers' expectations and build loyalty

Applies Towards the Following Certificate(s)

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