Support Communication Program
Introduction
Do your customers feel valued? When they do, they keep coming back. When they don’t, your business suffers. To get customer coming comeback, we need a strong support team to create positive, lasting impressions to help gain existing customer loyalties and magnetize potential clients.
The workshop is design to train corporate and individual clients by helping them to enhance support performance. We provide comprehensive support training from having right mentality and work ethics, building rapport with customer, deescalating conflicts to ensure customer satisfactions.
Course Objectives
- Right support mentality and how to do a proper follow up.
- Methods to identify customer need and expectations.
- SOP of handling customer queries and complaints.
- Able to apply 2 steps approach to build rapport and gain trust.
- 5 communication skills to smoothen customer support process.
- Communicating with customer and manage their expectations3 approaches to deescalate customer anger and dissatisfaction.
Methodology
- Interactive Discussions
- Case Studies
- Role-Playing Exercises
- Hands-On Application
- Focus on Communication
- Strategic and Practical Approach
Who Should Attend?
- Business Professionals involved in negotiations
- Sales and Marketing Teams
- Managers and Team Leaders
- Procurement and Supply Chain Professionals
- Entrepreneurs and Business Owners
- Anyone seeking to enhance their negotiation skills for professional or personal growth
Training Delivery
- Face to Face Training
or
- Remote Online Training via Zoom Platform
- Day One
- Day Two
Day One
MODULE 1: MENTALITY, BEHAVIOURAL AND ATTITUDES
MODULE 2: IDENTIFYING CUSTOMER NEEDS AND EXPECTATIONS
MODULE 3: DEVELOPING RAPPORT WITH CUSTOMER
Day Two
MODULE 4: SOP OF SUPPORTING CUSTOMER
MODULE 5: DELIVERING EFFECTIVE COMMUNICATIONS AS SUPPORT
MODULE 6: DE-ESCALATING CONFLICT
MODULE 7: FOLLOW UP
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