Customer satisfaction alone is not enough in this competitive environment. Organisations need to build customer loyalty by forging strong relationships with each customer. One of the often overlooked opportunities to build customer loyalty is when service challenges arise. 

This workshop will help learners first deep dive into the hearts and minds of their customers, learn to build customer confidence using rapport building skills, as well as product knowledge. They will also practice techniques to gain customer loyalty through learning to recover challenging situations and delighting their customers. 

At the End of the Workshop, You’ll Learn to:

• Develop knowledge of product, and/or service offerings, and customer profile of the organisation
• Establish customer rapport through building customer confidence in accordance with the organisation’s guidelines
• Provide post-sales follow-up according to the organisation’s guidelines
• Respond to service opportunities and escalate service challenges to reinforce customers’ confidence in the organisation