Successful organizations put their customers first. Every day, you interact with customers, whether they be external or internal. You know that these relationships are valuable, but to what extent are you really focused on your customer? Sometimes it is difficult to explain something to clients when you know they won’t be satisfied with the message. Every now and again, you experience a challenging situation with your customer and may not be sure how to deal with this. After this training you recognize different customer types and understand how to relate to their specific needs.
After this training you will
- Understand the importance of customer focus
- Have the skills needed to effectively understand and deal with customers
- Know how to handle a client’s objections or complaints and resolve issues
- Be able to make contact with your clients and close more deals
Audience
This training is for everyone in organizations who regularly has contact with internal or external clients and wants to improve the quality of these relationships.
Approach
An interactive training in which practical theory is related to personal experiences and immediately exercised. The trainer demonstrates helpful tips and techniques that improve customer focus. Individual cases are practiced with a training actor. This will enable you to experiment with effective behavior and your own best way.
Throughout the entire training trajectory, our online learning platform (e-Connect) will be available. Here you will find extra exercises, information and the means to communicate with the trainer and share experiences with other participants.
Rating
8,4
Related training programs
- Training Effective Communication Skills
- Training Presentation Skills
Program
Customer focus
- What is customer focus?
- What is your role and responsibility?
- Who is the client?
- Satisfied customers
Conditions of customer focus
- Enthusiasm for the client
- Interest, attention, respect and honesty
- Pride in the organization
Customer focused communication
- Listening to the customer and exploring their needs
- Presenting your added value
- Assertive communication
Internal customer focus
- The importance of internal focus for external customer satisfaction
- Internal communication
Difficult customers and complaints
- Dealing with complaints and objections
- Dealing with challenging customers
Planning
- 12 en 26 september 2019
- 12 en 26 november 2019
- 13 en 27 januari 2020
- 13 en 27 maart 2020
- 13 en 27 mei 2020
Kosten dag variant, bij betaling in 1 termijn
Locatie- en arrangementskosten
Boertien Vergouwen Overduin regelt voor jou een arrangement bestaande uit onbeperkt koffie, thee en ijswater. In het dagarrangement is ook een uitgebreide lunch inbegrepen. De arrangementskosten bedragen € 25,- (excl. btw) per dag of € 5,50 (excl. btw) per avond. Staat er een verwijzing naar locatie- en arrangementskosten? Dan brengen wij naast arrangementskosten ook locatiekosten in rekening. De locatiekosten bedragen € 29,50 excl. btw) per dag of € 10,- (excl. btw) per avond.
Reprorechten en hand-outs
Voor alle opleidingen brengen wij de kosten voor reprorechten en hand-outs in rekening. Het betreft hier een eenmalig bedrag van € 15,- (excl. btw).
Btw
Alle genoemde bedragen zijn exclusief btw. Voor organisaties die geen btw kunnen terugvorderen, is vrijstelling van btw mogelijk. In dat geval komt er 10% opslag bovenop de exclusief btw-prijs. Dit betekent een groot voordeel op de prijs inclusief btw en is een absolute aanrader. Betaal je je opleiding of training zelf? Dan geldt er geen opslag van 10%.
Studie-, trainingsmaterialen, reprorechten en arrangementskosten zijn altijd belast met 9% btw.
De hoogte van de btw is onder voorbehoud van eventuele wetswijzigingen.
Training Customer Focus (English)
035 - 6 956 200
035 6 956 200