Workshop – Customer Focus and Result Orientation

Objective

• Establish the importance of setting and reviewing customer service standards.
• Use body language to build trust and credibility.
• Communicate more effectively by utilizing active listening and questioning skills.
• Demonstrate how to deal with difficult or demanding customers in a professional manner.

Topics covered :

• What is customer focus?
   Customer focus defined
   From product focus to customer focus
   Types of customers
• Learn about your customers
   Get feedback from customers
   Finding out what your customer want and need
   Putting customer need first
   Making the customer feel special and valued
• Importance of effective communication in enhancing customer orientation
   Barriers of communication
   Making requests
  1. Organize information for maximum impact
  2. The role of listening in effective communications
  3. Using open and closed-ended questions
  4. Clarify and summarize
   Presenting information
  1. Closing communication loops
  2. Making supportive statements
  3. Communicating with flexibility and authenticity
   Managing one’s body language
• Make service a competitive advantage
   Identifying customers’ real problem(s)
   Asking the right questions – T.E.D technique
   Showing real empathy – Ensuring the customer feels listened to
   Make up for a service errors
• Collaborate to improve the customer journey: Remain calm under pressure
   Understand how emotions are created
   Strategies for remaining optimistic and calm under pressure
   Honor negative emotions positively

Speaker

Narahar K. Deshpande
Corporate Trainer & Transformation Consultant
An Electrical engineering graduate from MIT, Manipal with additional qualifications in Management, Narahar has a distinct acumen for professional excellence. Before taking up a career in soft skills and behavioral/sales training, Narahar excelled initially in Industrial products selling wherein he led teams and trained team members in all aspects of sales and personality and subsequently in Financial products consulting.
Narahar has delivered excellent Sales training programs as well as soft skills/team building/communication skills/behavioral programs for both white collared as well as blue collared employees that have always resulted in the achievement of organizational training objectives both in terms of skills upgradation as well as behavioral change. He has recently been certified in Excellence in Facilitation & Training by Walchand Plus (Dale Carnegie).

Contact Details :

Chetna Surti
Email : chetna.surti@bombaychamber.com
Tel : + 91 22 4910 0228
(M) 98926 86418