CUSTOMER CONNECT
STRIKING THE RIGHT CONNECTION WITH CUSTOMERS
DURATION: 1 DAY
SUMI and her experienced team shall facilitate your Customer Interfacing Staff on:
Building competitive advantage by creating awareness on the challenges of the 21st century demanding customer.
Empowering people with customer focused knowledge and experience.
Creating ownership to innovate & deliver a memorable customer experience
21st century Customers have high levels of awareness, are globally travelled and are technology savvy. They are more open to trust the opinion of their friends and family other than the marketing plan of your institution. When they get the best customized service which makes them happy or makes them feel extra special irrespective of the cost of the service; they not only admire the work of your institution but in turn help spread a positive opinion of it by making their family and friends your brand ambassadors.
A few examples of questioning by the new age aware customers……
Can this T-shirt/ pant/jacket be washed in laundry or requires dry-cleaning?
Which mobile has better picture quality?
Which company’s golf set is of better quality and why?
Can you tell me the flavour of this tea/coffee?
How many days would my online replacement take?
Did anyone teach you how to smile?
Why are you so defensive?
Should I leave this shop or do you still want to talk on your phone?
Excuse me? Can you talk politely please?
Challenge lies in harmonizing the whole frontline staff to decode, innovate and deliver on the corporate vision.
Don’t wait. Act and gift yourself a game changing-“CUSTOMER CONNECT” training program for your customer interfacing staff to strike the right connection with the customers.
Outline of “CUSTOMER CONNECT” Program
Taking up the challenges of the new age customer
Winning attitude to connect with all types of customers & their diverse behaviours
Creating first impression on customers
Gaining confidence to handle customer queries and complaints
Bridging corporate and self-vision to create sense of belonging to the organisation
Developing inter personal skills
Learning corporate communication
Connecting with the supervisory level to meet the corporate vision
Who should attend this Program?
This program is for all customer interfacing employees you are responsible to retain and create new customers
Frontline Staff of Hotel/Travel/Aviation Industry
Sales Staff of Company’s in sectors like Retail/Insurance/Telecom etc.
Service Staff of Manufacturing companies
Payment Collection Staff
Frontline Staff of Hospitals (Registration’s staff, Administration, Nurses, GDA etc.)
How “CUSTOMER CONNECT” Program is different?
We work on solutions together with the client through customer-centric powerful tools and strategies in a simulated environment like:
Role play to strike the right connection
Situational Case studies of top brands and their practices
Simulated individual/team exercises to decode customers
Individual/team exercises to enhance creativity
Group discussions for critical analysis
Modern stress management techniques
People skills to deliver consistently
Audio & video motivational presentations
Add on’s after the Program:
Each participant walks out with a 21 day action plan for the review session
Review session with Action plan for consistent performance
Motivational e-mails containing inspirational quotes, audio/visual clippings, stories etc. once a week
Inspirational SMS’s on mobiles to deliver consistently once a week
1 Voice/Zoom call at employee’s choice
