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.
Objectives
-
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
Course
Content
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.
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
Influencing
Skills -
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.
