Building Great Customer Relationships
Topics Covered in Course
- How you're viewed by customers
- Why relationships matter
- Different flavors of relationships
- Who your customers are
- Customer expectations
- How you impact customers
- Establishing rapport with customers
- How to find common ground
- Interacting positively
- Identifying customer needs
- Handling objections
- Ways for a customer to feel valued
- Handling different types of customers
- Handling customers with impairments or disabilities
- Worksheet: Establishing Rapport
- Worksheet: Interacting Positively with the Customer
- Worksheet: Identifying the Needs of a Customer
- Worksheet: Making the Customer Feel Valued
- Worksheet: Maintaining an Ongoing Relationship
- Worksheet: Handling Different Types of Customers
Detailed Course Description
Did you know that every customer contact results in a relationship? You may not realize it, but even when customers only do business with an organization once, they remember and judge the organization by their relationship with the employees. Whether their relationship is good or bad, they will remember. They are also likely to tell others. People talk. They share their experiences with others.
Relationship building is the cornerstone of customer service. Remember, to your customers the customer service professional is the organization. Customers judge an organization by their interactions with its employees. From the moment a customer forms their first impression to the moment they complete an interaction with your organization, customer service professionals have a valuable opportunity to build a strong relationship.
This course will teach customer service professionals how to build new relationships and the steps necessary for maintaining ongoing relationships with customers. This course will also teach individuals how to interact positively with various customer personality types in any type of situation. Establishing and maintaining long-term high-quality relationships with all your customers is the goal of this course.
This course is SCIP Endorsed and part of SCIP On Demand Certification
SCIP certification is part of your subscription cost. You can get certified in none, one, or all SME roadmaps offered by VoiceoftheBusiness Academy.
Obtain your Course Completion Document
You must have an active paid subscription, which will be validated, and successfully pass the online test, for you to obtain a Course Completion Document. Collect the specific Course Completion Documents for any given SME roadmap. When all are obtained for a given SME roadmap, submit those documents to MWinter@scip.org in one email and they will issue you a Subject Matter Expert certificate (the Course Completion Documents prove you took the course and passed the online test).
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