Creating Win-Win Relationships with Internal and External Customers by MDIS

Customers are the reason we exist. The ability to manage customer relationships well and keep customers coming back is of utmost importance to all organisations.

To provide positive service experiences, service professionals need to understand their critical role as one of the pillars of positive service experience. It starts with one’s mindset and willingness to want to deliver a positive service experience to every customer they interact with, internal or external customers.

Excellent service professionals will help an organisation build its satisfied and loyal customers base. This translates to continued business from these loyal customers. Loyal customers will introduce more customers to your organization’s products and or services which further increases the bottom line! Being a customer-focused organization makes business sense!

This workshop will provide service professionals with the understanding and skills to manage your customers’ needs and expectations in order to achieve “win-win” customer interactions and create customer loyalty.

Upon completion of this workshop, participants will be able to;

• Have a heightened awareness of the 3 Pillars of Service Experience.
• Know their critical role as one of the supporting pillars in delivering positive service experiences for customers
• Discover their CQ - To find out their customer service orientation (Customer Quotient) and service mindset
• Know the benefits of activating their CQ in their customer interactions
• Know who are their customers
• Know what customers want from service givers
• Recognise the importance of customers’ wants and expectations for excellent service
• Learn to be customer focus in their customer interactions
• Discover the importance of customers’ lifetime value
• Understanding the difference between Customer Satisfaction and Customer Loyalty
• Improve their professionalism through the delivery of excellent customer care in face-to-face and over the telephone interactions
• Sharpen their listening skills
• Improve their questioning skills
• Better their customer handling skills
• Know the challenges of delivering customer-centric service experiences