Creating a Customer Focussed Culture - Richardson Management Pty Ltd

Managing Customer Relationships

Converting existing customers into loyal, long term advocates is the most effective way to survive and prosper in today's tough business environment. In many industries and markets the quality of contact that customers experience with front line managers and staff is the only factor that differentiates one business from another.

To manage customer relationships effectively requires a coordinated strategy with clear and measurable objectives, motivated and committed staff, managers leading by example, systems and processes that support the objectives, empowered individuals, contemporary Emotional Intelligence (EI) attitudes and skills and everyone in the organisation functioning as a team with the No 1 common priority – adding value and satisfying the external (paying) customer.

Outcomes

Develop strategies for effectively managing customer relationships;

Creating a customer focussed culture in the organisation;

The role of managers/leaders;

Calculate the LTV of a customer and cost of a lost customer;

The ladder of loyalty and strategies to convert customers to advocates;

Profile customers – who are the customers;

Internal customer strategies;

Identify customer needs;

Design customer surveys, focus groups, evaluate feedback;

How to build rapport (trust, respect/likeability) - the foundation of all relationships;

Listening skills;

Benefits of empathy and how to empathise with customers;

Emotional intelligence (EI) skills required when dealing with customers;

The challenge of building relationships over the phone/email;

Identify and adapt to different customer personality styles;

How to add value and exceed expectations for customers;

Develop customer intimacy /loyalty – the key to business success;

Handling difficult customers and complaints;

Keeping in touch - maintaining contact;

Model successful companies - case studies from around the world.