Establishing a strategy in customer relations

Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.

Overview

Strong customer relationships are key to designing service excellence. Relationship development is essential and requires knowing the clients, understanding their situations and an empathic approach to enable them to express their concerns. In this course, you will learn how to improve customer service (CS) by developing customer relationships. The course covers paying close attention to customer needs, connecting with the customer and a positive attitude. You will also learn how to empathize with customers based on your own experiences, reflecting customers’ emotions back to them, and normalizing their difficulties.

 

Objectives

• Recap how you show customers that you pay close attention to them

• Recognize customer engagement strategies

• Identify strategies for having a positive and friendly attitude in customer service

• Recognize customer empathy guidelines based on your own experiences

• Identifying how you understand customers’ feelings by reflecting their emotions

• Recognizing guidelines for normalizing customer difficulties

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Enrolled: 6 students
Video: 00:16:50
Level: Introductory

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