Understanding the needs of the “customer” who is the benefactor of all companies, developing a product and especially service understanding accordingly, teaching and realizing “communication” as both a concept and a process, which is the tool to be used in communicating the product and especially service created on the basis of needs to the customer and maintaining the relationship in a healthy and productive way after the target is reached. In addition, understanding the concept of “loyalty management”, which is the process of healthy continuation of the relationship with the customer, and its application with examples.
İçindekiler
Who Should Attend
All sales, marketing, brand, communication and customer service employees who are in face-to-face contact with customers.
Education Content
- What is the difference between Hearing and Listening?
- You and I relationship and its analysis in terms of the Client and “us”
- The gifts hidden in the common space and the effort to understand each other
- An exemplary role play
- Tone of voice
- Highlighting
- Ways of asking questions
- Empathize when speaking and play a role
- What is empathy actually?
- Things to consider first and foremost
- Using all techniques together at the very beginning
- Attracting the customer’s attention
- One-to-one application of empathy technique
- Various role plays on dialog continuation
- How to build a relationship?
- Understanding You and Me in a Relationship
- Do’s and Don’ts on Building Healthy Relationships with Customers
- How to build an ongoing relationship with the customer?
- Benefits gained in every relationship endeavor
- What is Customer Loyalty?
- Relationship, Communication and their relationship with Loyalty
- Is loyalty a one-sided concept?
- A scenario study on building loyalty
- The importance of loyalty for the company and the customer
- What did we get from the training?
- What is easy to implement and what is difficult?
- Examples from our own experience
- Additional implementation considerations
