DYNAMICS OF CUSTOMER RELATIONS

This workshop deals with how you can improve your understanding and skills when dealing with all kinds of customers whether over the telephone or face-to-face while striving to build positive relationships with all types of behaviours -- pleasant, angry, passive, or reluctant.

The workshop covers the following:

• The Psychology of Customer Relations
• Understanding Your Communication Style
• Dealing with "Difficult" Customers
• Improving Results Using a Problem-Solving Approach

The Psychology of Customer Relations

In this component of the workshop a number of activities takes place to assist the participants in understanding the psychology of customer relations and addresses the question, "How do I see myself as a customer relation's specialist?" and, "How do I see the customer?"

An analysis of your customer relation's patterns provides the backdrop for understanding communication styles and processes involved when dealing with a wide range of customer behaviour.

How to Deal Difficult Customers

The fact that communication takes place does not mean that the customer is satisfied and happy. Our communication style can block the transmission of information when dealing with a difficult customer. Participants learn how to listen, create rapport, and confront differences so that a win-win outcome is achieve.

In this series of activities, participants learn how to achieve power by maintaining psychological control so that any pattern of behaviour they encounter can be dealt with professionally.

Improving Results Using A Problem-solving Approach

Everything you say and leave unsaid has an effect on your results. To be effective in dealing with customers, activities in this part of the workshop show how to appear congruent and focused in what you think, how you feel, and how you act.

Personal insights and the learning models used in the workshop provide participants with a problem-solving approach for managing customers' expectations. Through this process, participants gain a clearer understanding of how to achieve the results they are after for successful customer relations at all times.

Benefits:

This workshop will assist participants in recognizing their own needs, the expectations of their customers, and how to keep positively motivated to work toward the attainment of their company's commitment to improved customer relations for achieving their business objectives. Our training is given in the Greater Toronto Area.