WHAT? (product essential)

Customer experience focus

WHY? (motivation) and / or WHAT FOR? (purpose)

To develop the ability of all learners to influence and contribute to building unique and memorable experiences in attending and dealing with customers.

HOW? (modalities)

By learning and practicing:

1. Indicators of the customer-oriented attitude:

• “Voice language” (tone, volume, rhythm, flow, accent, pause, diction)
• “Body language” (gesture, mimics, posture, proxemics, semiotics)
• “Word magic” / “Controversial” words and phrases in addressing the client / Elimination of the technical jargon

2. Building a solid basis of relationship with new and existing clients:

• Identifying the communication style preferred by the customer
• Frequent “traps” in communicating with customers

3. Developing the customer-oriented attitude:

• The perception and dominant mode of the client’s “processing” his/her own experiences
• Building a “resonance ratio” with a customer; input on the same wavelength
• In-depth listening to the customer’s wishes, to all the “centres” of communication
• Constructive milestones to influence the interaction with the customer
• Personalizing interaction and building responses and unique solutions for the customer

4. Relationship with “difficult” or “dissatisfied” customers:

• How to avoid the transfer of emotional status, without “taking it personally”
• Using alternatives to customers’ requests and “complaints”
• Assertive formulation of the message to all four centres of communication

5. Notions of Key Account Management in relationships with any type of client:

• Attire standard
• Face-to-face communication standard
• Phone „etiquette”

6. Up-sell and cross-sell

Duration?

2 days