Building Strong Customer Rapport and Relationship Management

Introduction

In today’s fierce market competition, building strong customer relationships is crucial for business success. This course aims to equip participants with the essential skills and expertise to build rapport with customers and effectively manage and nurture successful relationships. Participants will learn the importance of customer-centricity, effective communication techniques, handling customer complaints and building trust and loyalty.

Learning Outcomes / Benefits

• Achieve consistent and continuous growth in performance
• Deal with issues, ideas and decisions intelligently
• Gain cooperation faster
• Understand people at a deeper level
• Unleash greater potential in self and others

Key Content

Module 1: Know Your Customers

• The 4 types of communication styles
• Your style as a customer service provider
• Effective communication techniques for building rapport

Module 2: Building Rapport and Trust

• Developing a customer-centric mindset
• Active listening and understanding non-verbal cues
• Using positive language and tone
• Showing empathy
• Strategies for developing trust with customers

Module 3: Fostering Customer Loyalty

• Utilizing customer feedback to improve products and services
• Probing and conducting needs assessment
• Recommending products and services to meet specific needs and personalizing experiences

Module 4: Conflict Resolutions and Complaint Management

• Managing difficult customer interactions
• Techniques for resolving conflicts
• Turning complaints into opportunities to strengthen relationships

Module 5: Enhancing Customer Relationship

• Proactive engagement
• Relationship building activities
• Relationship maintenance

Take home value: Creating personal action plans for ongoing relationship.

Target Audience

Suitable for all level of staff who wish to improve customer service and customer relationship skills.

Methodology

This is a highly interactive experiential learning programme, where participants learn through actual doing and experience. Key learning points of effective team performance are delivered through practical activities.