Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art programme to enable you to exploit this colossal opportunity. In a fast-paced, interactive programme you will work closely with other delegates to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer. You will learn how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty
This highly interactive and fun programme examines in depth how to. This programme will enable you to:
-
Build lasting and meaningful relationships with your customers
-
Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace
-
Gain a greater understanding of your customers’ needs and how to satisfy them
-
Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
-
Understand how media channels con be used successfully to develop and enhance relationships
-
Understand the process of decision-making based on learning from neuroeconomics
-
Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
-
Influence with integrity and effective communication
WHO SHOULD ATTEND?
Anyone who provides services, products or information to internal or external customers including personnel from:
-
Training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel
-
Also anyone who will ever need to influence others, either socially or commercially and managers who want to add high-level communications and influencing skills to their personal portfolios