"The goal as a company is to have customer service that is not just the best but legendary."
Sam Walton

The knowledge economy has made the business environment a customer-driven one. The ability to meet customer satisfaction and retain existing customers is the key to business success. Customers, nowadays have access to more information and are likely to turn to competitors if their immediate and long-term needs are not met with professionalism and commitment. Further the 21st Century customers are more demanding and have a lesser tolerance level to services provided. Customers are now spontaneous in complaining and expecting a higher level of service excellence that may expect of you to challenge existing guidelines in satisfying to their request. These types of customers are classified stereotypically as the 'difficult customers'

However, difficult customers are not necessarily 'difficult' to handle if you know what they really want and what you could do to placate them. This workshop will take you through the subtle skills of improving your Customer Relationship and to create a "customer for life" mentality. You will learn and be shown how to apply effective strategies on consistently and continuously improve your service excellence to stay relevant to the demands of customers and most importantly through the process of consultative customer relationship management handle customers using the powers of EQ and NLP.

Objective

Upon successful completion of the course, participants will be able to:

• Become aware of the skills and techniques to help increase their competence in their jobs
• Understand and apply the Consultative CRM Cycle for desired results
• Identify customers’ needs rapidly so as to respond to them their needs objectively
• Recognize the importance of taking the initiative and seizing opportunities to exceed customer expectations
• Increase confidence in handling demanding situations and winning customers
• Delight and grow customers with 6 secrets to great customer relationship management
• Using EQ and NLP to address and overcome customers’ concerns
• Learn techniques to calm irate customers and respond/resolve their issues
• Become more of a customer-centric organization and achieving the targeted returns on investment

Outline

Module 1: Professional ownership towards greater customer and job satisfaction
1.1. What is customer satisfaction and how to achieve this?
1.2. Creating a sense of professional ownership

Module 2: Understand business environment and knowing customers
2.1 Overview of the business environment
2.2 Who are your customers?
2.3 What do they want?
2.4 How to identify customer needs

Module 3: Application of consultative CRM cycle for desired results.
3.1 Understanding the rubrics of CRM cycle
3.2 How to apply the consultative CRM cycle
3.2 Customizing the CRM cycle

Module 4: Identify internal and external customers’ needs and expectations with hi-touch probing techniques
4.1 Identifying internal customers and their needs
4.2 Establishing common ground and setting your limits
4.3 Identifying external customers and their needs
4.4 Introduce the hi-touch technique

Module 5: Developing effective communication tools and skills to delight customers using positive body language
5.1 Barriers to communication and how to neutralize them
5.2 Tools for effective communication
5.3 Using Emotionally intelligent language to delight customers
5.4 Realizing the power of positive body language and how you can ‘fake it’ until you make it.

Module 6: Effective NLP and closing techniques to auto-suggest customers to next positive step
6.1 Introduce NLP
6.2 How to use NLP to create auto-suggestion
6.3 ‘Anchoring’ and ‘mirroring’ customers to take positive steps.

Who should attend

This workshop is useful for all mid to higher level management and potential leaders working in organization that needs to undergo change rapidly.

Methodology

This is a highly interactive and result-oriented workshop with hands on activities to stimulate the thinking process of the participants and hone their CRM skills. There will be short and energetic group discussions, video demonstration and lots of practical hints and tips provided by the trainer. Participants will gain insight on the 6 secrets to great customer relationship management and be able to use this effectively at work.

Daniel Theyagu's Profile

• Accredited ICAgile Authorized Instructor
• Certified Lean Six Sigma (Master Black Belt)
• Certified Professional Project Manager [PMI]
• Certified Advanced SCRUM Master [Scrum Alliance] [CSM]
• Certified SCRUM Master [Scrum Alliance] [A-CSM]
• Certified Product SCRUM Product Owner [CSPO]
• Certified Advanced SCRUM Product Owner [A-CSPO]
• Certified Agile Leader [teams and organisations] [CAL-E.T.O]
• Certified SAFe (5) Agilist
• Certified SAFe Lean Portfolio Manager
• Certified SAFe DevOps
• Certified ICAgile Coach
• Certified ICAgile Professional
• Certified ICAgile Team Facilitator
• Certified ICAgile-CAT
• Certified ICAgile-LEA
• Certified Project Management Professional
• Certified Business Analytics Specialist [GICT]
• Certified Critical Thinking and Research Analyst [GAQM]
• Certified Problem and Change Manager [GAQM]
• Certificate in System Thinking [MIT]
• Executive Certificate in Design Thinking [SMU]
• Certified Behavioural and Career Coach [DISC profiling]
• Certified Advanced Behavioural Specialist [DISC profiling]
• Certified The Big Five®Personality Profile Coach
• Certified Emotional Intelligence Facilitator
• Certified Genos™International Emotional Intelligence Coach
• Certified Enneagram Spectrum Practitioner and Coach
• Certified Stress Management Consultant
• Certified Practitioner in Data Protection
• LEGO® Serious Play – Certified Facilitator
• Licensed Master Practitioner of NLP®
• Licensed NLP® Coach
• Certified Applied Neuroscience Coach
• Certified Train-the-trainer in Design Leadership and Design Thinking [SMU]
• ACTA – certified trainer (Singapore)
• Associate Adult Educator (Singapore) [IAL]
• Bachelor of Laws (Hon) University of Buckingham (UK)
• Master in Education, University of Sheffield (UK)
• Diploma in English, University of London (UK)
• Graduate Diploma in Communication and Innovation [SMU]

Daniel Theyagu is a professional corporate trainer in Thinking Strategies, Agile Project Management, Lean Methodologies and Personal Productivity. He is a professional Neuroscience Coach and is an authorized trainer in ICAgile certifications. With a track record of 32 years in training and development, Daniel has trained more than 1000 companies internationally. His participants come from more than 100 countries and range from C-Suite to frontline officers in both the public and private sector. Known for his light-hearted and humorous approach to training, Daniel incorporates many hands-on activities to keep his participants actively engaged in the training. Through the generous use of tactile learning, Daniel is able to impart the most difficult concept succinctly with participants able to see the returns on investment within a short time.