From Vendor to Partner: Building Long-Term Relationships via World-Class Service

Participants in this customized workshop will learn specific techniques that can be used to provide truly outstanding customer service that will transform their customer relationships from “vendor” to “partner.”

This interactive program is appropriate for salespeople, account managers, customer service representatives—all employees who are the face of your organization to your customers. Everyone will be actively involved in the learning process to assure that skills gained can be put to immediate use.  Your organization’s specific goals, processes, products, and methods will be incorporated along with hands’ on practice and coaching/feedback to ensure implementation of the skills learned.

Objectives:  Participants will learn:

  • How to identify our real customers (we definitely have more than we think) and their real long-term needs
  • What we can do to improve customer relationships for increased retention and loyalty
  • How to give personalized service
  • How to earn true “world class” status in the eyes of our customers

Sample Agenda:

  • DETERMINING CUSTOMER NEEDS
    • Laying the groundwork for true partnership
  • DEVELOPING A CUSTOMER-FOCUSED MISSION STATEMENT
    • Staying consistent with our organization’s mission while focusing on individual customer requirements
  • IDENTIFYING HOW WELL WE ARE PRESENTLY MEETING CUSTOMER NEEDS…
    • …and ways we can continually improve
  • ALIGNING WITH CUSTOMER NEEDS
    • Processes, structure, people, information, decisions, and rewards—everything needs to work together
  • HANDLING UPSET AND DEMANDING CUSTOMERS
    • Using courtesy and tact when things aren’t going smoothly
  • BUILDING TRUST & RAPPORT TO INCREASE RETENTION & LOYALTY
    • The transition from “vendor” to “partner”

Length:
Half to full day.

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