We provide a comprehensive Customer Interaction
training based on several years of research into how NOT to interact with
Customers.
Our training is data-driven; it is based on
actual errors in handling customers.
During the course of our research we’ve developed
new concepts and ideas in-house to check common errors in handling customers.
We’ve been able to coin new concepts based on
actual scenarios of poor customer-handling. Some of our solutions developed
in-house have different names, some include:
Sending
Customers to the moon
Bursting
the Customer’s bubble
10
Commandments for each Temperament (Sanguine, Melancholy etc)
Our Customer Interaction Training was developed
using the same methods we used to develop the 13 codes: the Six Sigma Method.
The training is a full-day session.
Some of our
modules include, but not limited to:
·
§Introduction to Customer Interaction
·
·
§Customer Interaction-Part2
What to do at every customer interaction from start to finish
What to say and how to say it
Development of a standard Customer Interaction Process
On what should Customer Interaction be based?
When are you supposed to request for permission from a customer?
How to handle multiple customers at the same time
·
§Overcoming Irritation
Tips to overcoming Irritation
·
§Professionalism
Types of Communication
How active listening works
Is it right to give customers the “hidden truth” about company
products and services?
Professionalism and Perception
What attitudinal skills are required of every one that interfaces
with customers?
·
§Bad Practices to avoid when interacting with Customers
List of Bad Practices
I. Switching to another language without
customer’s request e.g. from English to Pidgin because the customer is trying
to reconfirm an information
II. Picking one’s nose
III. Chewing or eating in front of a customer
IV. Using wrong Pronunciation and Accent
V. Raising one’s voice on customers
VI. Sending Customers to the moon
VII. Bursting the Customer’s bubble
VIII. Using “street language” when referring to a
customer e.g. oga, bros etc
IX. Laughing hysterically in front of customers and many more
·
§How to Manage & Retain Irate Customers
How do you manage a belligerent customer who is out to make
trouble?
What do you do when a Customer decides to stop using your product
or service?
·
§The Customer Care Officer: Your Temperament and The Solutions
Personality Profile Test to be conducted
A look at the four temperaments and how they affect Customer
Interaction
10 Commandments to improve productivity for each Temperament
How to deal with individual Temperament