DISCovering your Customer’s Preferences and Delighting them

COURSE OBJECTIVES

In today’s volatile economy, providing excellent service to your customers can be the critical difference in your company’s success. With so many businesses offering similar products and services, one of the ways to compete successfully is to exceed customer expectations and create excellent customer connections that delight your customers. In return, customers will most likely be loyal when they feel that they are treated well, they are regarded as important, they can put their trust in you, and they receive good value for their money. They will remain psychologically and physically attached to you and your organisation.

Therefore it is important to do everything possible to make certain that you understand your customers’ preferences so that your customers are hooked on to your excellent service and do not want to switch to your competitors.

The three main goals of this course are:

1)   To enable participants to understand their own behavioural styles and to identify the behavioural styles of their customers

2)   To instill in the participants a service excellent mindset which will change their thinking of customers and their service roles as well as their behaviours towards serving customers

3)   To equip participants with tools and techniques to help them understand their customers’ preferences, provide excellent customer connections and delight the customers

COURSE STRUCTURE AND METHODOLOGY

A combination of mini lectures, demonstration of skills, group discussion, roleplays and games to highlight the salient points shared during the mini lectures will be incorporated in a fun and stimulating learning environment.

There will be a finale presentation and role play where the scenario will be simulated as close to real work situations as possible. The participants will be given time to discuss, present their plan and strategy, act out the scenario, and then followed by a debrief.

COURSE OUTLINE

• Definition of Customer and Service Roles
• Importance of having the Right Service Mindset
• DISCovering your Behavioural Styles using Extended DISC^®
• Identify the Behavioural Styles of your Customers
• Essential Service Etiquette
  • Tone of Voice
  • Body Language
• Delightful Service Language
  • Know your customers’ expectations
  • Speak like a customer
  • Use positive words
• Influencing Skills
  • 4 Cs
  • Active Listening
  • Building rapport with the appropriate communication styles
• Handle Difficult Customers
• Handle Difficult Situations
  • Handle complaints, objections or negative remarks
  • When customer is wrong
  • Telling customer bad news
  • When you have to say no to customer
• Final Presentation and Role Play: Putting it All Together

EXTENDED DISC^® SYSTEM

The Extended DISC® system is an integrated set of personality profiling instruments, which provides a framework to help us understand our natural reaction mode or behavioural style in different situations, then make the necessary adjustments at the individual, team and organizational levels to achieve individual and collective team objectives.

Duration: 2 days

Public Run Dates in 2010: 14 – 15 Oct, 25 – 26 Nov

Workshop Fees = S$780

Early Bird Fees (if registered 2 weeks prior to commencement) = $680

Including your personal DISC Profile Report!

Register Now, click registrationform_2010