90% of the world’s customers say that they buy and form long-lasting relationships due to the way they feel. Indeed, if customers feel loved and valued, they are more likely to become our patrons. Effective customer conversations are therefore quite vital.

 

 

KEY LEARNING POINTS

 

• The secret to seeing the world from your customers’ point of view.

• Communicating and setting expectations effectively using the I-C-I® Approach.

• Transforming complaints into opportunities, creating positive word of mouth and valuable customers for life.

• 20 strategies for managing objections in the customer management process and tactics for managing customer expectations.

• Bouncing your way back through service recovery and nurturing relationships effectively even if the client was not acquired – The Visionary Farmer ® Technique.

• Creating the right image and perception of the brand and the team with captivating communique and non-verbal cues.

• Shifting from passing the buck or giving justifications to taking ownership and responsibility.

 

 

KEY OUTCOMES

 

• 5 simulated and video recorded scenarios, allowing each team/participant to evaluate themselves.

• Customized profiles of each attendee’s S-W-O-T areas and specific recommendations for improvement based on the concepts taught. Implementation of our proprietary

• Quad Pillar ® Method based on the Kirkpatrick Model to measure the effectiveness of concepts learned and tips for practical implementation on the field.