Hours
Since leveraging the tools of the Customer Experience program is the only way to create repeat (loyal) customers, building and maintaining a strong relationship with customers is a very critical point.
In this course, you will learn how to build a good – solid – relationship with your customers by paying attention to their needs, being positive and empathetic with the customer, relating your own experiences and smoothing out their concerns.
Customer focus: paying attention to the customer.
When you focus on the customer, (result: you build a relationship of trust)
Focusing on the customer: the Relationship with customers.
When you show the customer that they mean something to you (result: they feel recognized and valued)
Focus on the customer: being positive.
Friendly and pleasant professional who builds and strengthens relationships (result: makes you and the business a pleasant environment to work in)
Empathy with customers: Conveying your experience.
Knowing what is good for your clients! (result: customer feels heard and understood).
Empathy with customers: Reflecting on the feeling.
Good customer service requires empathy, create satisfying relationships with your customers (result: see things from their point of view)
Customer Empathy: Dealing with difficulties.
Dealing with difficulties is a big part of being an empathetic business (result: it’s important to reassure customers that they are not alone)
Exercise: Building relationships with customers (simulation)
In this exercise, you need to show how you use strategies and tools to build relationships with customers.