Introduction
For any business to thrive in a competitive and changing environment, it must keep pace with customers changing needs, wants and expectations. We need to put customers first and anticipate their expectations. The challenge is, different customers expect different things, so how do we manage it effectively?
In the fast-changing environment, having job competency or knowledge to use the latest technology is insufficient to provide customer satisfaction. The winners of today will be those who stay ahead of the change curve, constantly redefining their strategies and sharpening their skills and able to manage customer expectations, to gain the competitive advantage.
This course looks at the challenges of managing customer expectations without compromising the quality of service provided.
Learning Outcomes
Learning Outcomes
- Understand formula for customer satisfaction
- Recognise variables influencing customer expectations and satisfaction
- Know customers decision making process to manage expectations
- Use complaints and compliments to develop service strategies in managing expectations
- Understand critical factors and influence of products on customer expectations
- Develop interpersonal communication and problem solving skills
Course Outline
Course Outline
- The inner game of customer satisfaction - Qualities of service professionals
- Formula for customer satisfaction - Expectations of today’s customers
- Vital determinants for managing customer expectations
- Understand customer expectations - Why, What and How
- Variables influencing customer expectations and satisfaction
- Models of customers decision making process to manage expectations
- Sources for benchmarking to help manage customer expectations
- Setting "Customer First" objectives - Analysing customer needs, wants and desires
- Process capability and process mapping to manage expectations
- Interpersonal communication and problem solving skills to manage expectations
- Using complaints and compliments to develop service strategies
- Making customer focused decisions – Adding exceptional value
- Response strategies for managing different personalities and difficult service situations
- Choosing the right strategy to maximize on opportunities
Who Should Attend
Who Should Attend
For all executives, managers or business owners who are client-facing and need to manage customers' expectations.
The Trainer
Trainer's Profile
Stanis Benjamin, Master Facilitator and Distinguished Toastmaster, is a motivational humorist and an accomplished speaker, consultant and trainer in the fields of business presentation skills, sales, communication, customer service, leadership and strategies for personal success. As a coach, consultant and keynote speaker, he has addressed many companies and institutions and helped senior executives, high-achieving professionals and beginners to reach higher levels of performance.
Stanis is a thought leader on how to create and sustain high performance. He combines theory with management practices to develop action-oriented techniques for building winning teams. He has been invited as an expert to speak on the topics "Behaviour Focused Communication and Humour in Presentations" and presented on Positive Business Minutes for News Radio 93.8.
He has gained excellent reputation for his work with human resource and training departments of numerous organisations to design and develop Sales, Personal Effectiveness, Leadership and Communication training programmes. Stanis brings with him over 15 years of training and coaching experience and is accredited as an Executive Leadership facilitator.
