Change, Customers & Communications
Course Code - BC-308 Duration - 2 Days
Handling change, customers and communicating effectively in business are fundamental to the success of a customer focused service department or project. However, approaching this issue in an 'ad-hoc' manner can be very draining on resources of time, personnel and money.
The situation is compounded whenever the requirement is affected by Change Process factors. In this environment personal motivation, clear communications and functional focus are vital.
This course provides a pragmatic approach to building internal and external customer relationships in a Change Environment. The course explores and practices the skills people require to work with customers either directly or through others. It introduces participants to the advanced communication skills necessary to understand and influence themselves and others and to succeed in a Change Environment.
- Understand the impact of 'change' in a customer improvement strategy
- Understand what 'customer improvement' is really about
- Customize an approach to customer improvement that is right for a specific client or market being served
- Understand and influence the customer's perception of the level of service provided
- Deliver the right and professional approach to customers
- Communicate in a professional manner and in a way that influences and builds the customer relationship
- Successfully manage the customer relationship
Who Should Attend
- Anyone whose role it is to build or implement a customer improvement strategy
- Managers of a project that involve the 'internal' or 'external' customer
- Everyone involved in providing a service to internal or external customers at any point in the Supplier - Customer chain
- Those involved in a customer-oriented environment that is undergoing People or Process Change
Part 1 - Change and Customer Care
- Change & Customer: An Holistic Approach?
- Mission Critical Thinking
- What is Change
- The Impact of Change Processes
- PEST analysis in a Change Environment
What approach is right for you
- Customer Care ..or...?
- The Customer Zone of Tolerance
- Why Customers Defect
The Building Blocks of a Strategy
- The 5 C's
- Understanding Customer Care Competencies
- Rights and Responsibilities of Customers
Managing the Customer Relationship
- The 3 Ring Model of Excellence
- Levels of the Customer Relationship
- The Project
- The Personal
Internal Customer Care
- What is Internal Customer Care?
- Benefits of Internal Customer Care
- Who are your Internal Customers?
- The Service Chain
Meeting Customers' Expectations
- Satisfaction = Perception Minus Expectation
- Guidelines on Managing Expectations
Problem Solving and Decision Making
- The Impact Of The Right Solution
- Selling The Impossible
- A 4-Step Approach
- Building Rapport
- Get the Facts
- Discuss Solutions
- Develop an Action Plan
Personal Action Plan - Part 1
Part 1 is a Personal Action Plan and will be developed so that ideas and concepts taken directly out of the course can be applied into the work environment.
Personal Action Plan - Part 2 - Communication Skills
- How you Communicate with Others
- Filters to Communication - Their effect
- How your Mind Affects your Communication
- How to Influence your Internal Self Talk
- How your Body Affects your State of Mind
- How to use Physical Speech more Effectively
- What Clues do others Give you?
- What Gestures and Voice Tone Reveal?
- Listening and Questioning Skills
The Power of Persuasion
- Gathering Information when Influencing
- Deletions, Distortions and Generalisations in Language
- How to Recognise them - How to ask Precision Questions to Work with them
- What is a Person's Motivation Strategy?
- How to use your Language to Influence others
- Work With Resistance
- Filters That Change Perception
- Developing Self Confidence
Brain Storming and Business Strategy
- Brain Storming As a Competitive Tool
- Second Impressions V First Impressions
Group Action Plan - Part 2
Part 2 of the planning process will be developed and will allow the individual ideas and concepts to be taken directly out of Action Plan 1 (individual ideas) and applied directly.
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