The Art of Customer Service & Loyalty

Objectives:

·         Define the meaning of internal and external customers.

·         Discuss customers' expectations forecasting and understanding their behavior.

·         Discuss the means of building customer directed policies.

·         Apply communication skills pertaining to conversation, listening and objections handling.

·         Evaluate and measure customer loyalty.

·         Discuss various strategies for building customer loyalty.

Contents:

1-     Organization's Customers

·      What is financial planning and analysis.

·      Relationship between financial planning and financial analysis.

·      Modern trends in financial planning and analysis.

·      Relation between profitability, liquidity and financial planning.

2-     Effective Communication Skills

·      What is a communication cycle: Characteristics and functions.

·      Communication types: Verbal and body language.

·      Factors affecting communication process and the handling different personality styles.

·      Conversation and listening skills.

·      Convincing and objection handling skills.

3-     Towards Customer Direction

·      Techniques of building customer directed policies.

·      Customer styles: Features and means of handling them.

·      What is a service and the characteristics of excellence in service.

4-     Internal Organization and Customer Satisfaction

·      Strategies for building customer loyalty.

·      Basic guidelines for service quality and customer expectations.

·      Methods for measuring and evaluating service quality.