Customer Contact Management

Do you need this Phase?


The Quick Quiz:

• When dealing with a customer service issue, to what degree do your service personnel demonstrate that the key to customer loyalty is influenced more by focusing on the relationship requirements than on the technical issue(s)?
• When dealing with a technical problem  to what degree do your service personnel demonstrate that miraculous recoveries of a technical issue are the greatest opportunity for market growth?
• When dealing with the relationship issues of a customer problem do your service personnel feel as competently trained in how to analyze and recover the relationship requirements , as they do the technical issue?

As service displaces technology as the means for competitive advantage, a company’s potential for revenue growth/protection and market share becomes directly related to its level of customer retention or loyalty. Customer Contact Management provides your service and support force with the personal business skills to significantly differentiate you from your competition and thus garner invulnerability from competitive displacement.

After the two-to-three day seminar, we guarantee that you will have the skills to:

• Develop an understanding of your customers’ expectations and requirements vis a vis the Four Stage Service/ Support Proficiency Model;
• Personally assess the opportunities for development within the Four Stages of service proficiency;
• Demonstrate personal integrity through ‘commitments’ and ‘requests’ in all interactions;
• Understand the importance of ‘recovery’ situations and demonstrate the four step model to ensure a total customer focused approach;
• Recognize the four unique communication types, list the relational requirements of each, and demonstrate specific tactics to influence the perception of total customer focused service;
• Demonstrate the interpersonal skills required to manage difficult situations and effectively manage damage control;
• Demonstrate the four step model to resolve the relational component of service issues and problems;