Sales & Customer Engagement

CUSTOMER ORIENTATION TECHNIQUES FOR CLIENT MANAGEMENT

Put Your Customer At The Heart Of What You Do — The Right Way

Learn the leading fundamentals and methodologies that a customer-oriented company takes to put the customer first - so that they keep coming back.

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Why Take This Course?

Customers are the lifeblood of an organisation and the rationale for the existence of any department in the organisation. A customer-oriented organisation places the customer at the core in all areas of its business – vision, values, goals, strategies, touchpoints, processes, operations, support, etc. In today’s dynamic business environment where customer loyalty is declining, it is imperative that you find a way to your customers' hearts to retain them and to

win over new customers.

Resources & Quicklinks

View this course’s outline.

Sign up for the course.

Speak to an ODC Specialist.

Key Programme Outline

In this course, participants will learn the necessary skills and mindset they need to better understand customers, predict what they need, and deliver a service experience worthy of a second visit.

 

  • Know and understand customers better

 

  • Be able to deliver great service

 

  • Learn effective communication skills 

 

  • Use Emotional Intelligence to better deal with customers 

 

  • Assess their personal competency for customer orientation

 

  • Understand the importance of customer touchpoints

 

  • Appreciate the importance of customer feedback

 

  • Possess the ability to manage difficult customers and resolve conflicts

 

  • Use influence skills to win customers over

 

  • Know how to create customer WOWs

 

  • Contribute to the organisation becoming more customer-centric

1  Know and Understand Your Customers - Who Are Your Customers?

Customers Are Not Equal

Understand the Value of a Customer

Importance of Focusing on the Customer

Understand Customers’ Needs and Wants

Understand Customers’ Expectations

2  Customer Service Excellence

The four principles of great service  

The five dimensions of service excellence

3  Effective Communication Skills

Active Listening - Questioning Skills   

Understanding Body Language

Understanding

Voice 

4  Develop Emotional Intelligence to Deal With Customers  

Goleman’s Emotional Intelligence Model   

Self-awareness

Self-regulation  

Motivation

Empathy

Social Skills

5  Are You Customer Orientated?

Do You Have the Right Mindset?  

Your Personal

Assessment

6  Customer Touchpoints

What are Customer Touchpoints? 

How May I

Help You?

7  Customer Feedback

Moments of Truth   

Voice of Customer  

8  Manage Difficult Customers

Managing Customer Complaints  

Dealing With Angry Customers

How to Resolve

Conflicts

How to Say

“No” Nicely

The Art of

Apologising 

9  Win Over Customers

Cialdini’s Six Principles of Influence

Principle #4:

Liking

Principle #1: Reciprocation

Principle #5:

Authority

Principle #2: Commitment and Consistency

Principle #3:

Social Proof

Principle #6:

Scarcity

To Create

Customer WOW

10  Becoming a Customer-Centric Organisation

Commitment from the Top

Customer Experience Councils

Strong Focus on Customer Experience 

Customer-related Performance Measures and Rewards

Building Emotional Engagement with Customers

Learn From The Comfort Of Your Device (During Covid-19)

If you’re wondering if Covid-19 is going to prevent you or your team from attending our workshops - there’s good news.


ODC courses and workshops are fully online, and conducted through enterprise-grade software like Zoom and Udemy, which means you can learn from the comfort of your own home, yet have as close to the same experience as possible.

ODC’s Training Methodology

The workshop will involve formal inputs with activity-based skill-building exercises and interactive group discussions. Participants will learn about their own working style and how best to work with other types of working styles. Participants will be fully engaged for optimal learning and maximum results.

Here’s What People Say About Our Courses

Knowing about the different stages of conflict enables me to better manage diversity and develop my team.

Yenom Pte Ltd

Chin Lih Shyong

KNOWLEDGE IS POWER

ODC Trainers are experienced, creative, clear in their explanations, and facilitate discussions effectively.

Adventus Singapore

Oh Si Hui

PRACTICAL

SKILLS

Having the opportunity to role play in class helped me to gain a better understanding of the content.

NewWave

Pek Kian Kok

EXPERIENCE,

NOT JUST THEORY

ODC Introduction

ODC (www.odctraining.com.sg) is a regional corporate training provider and also an ATO focusing on leadership development and management skills training (WSQ LPM). 

Headquartered in Singapore, ODC provides skills-based workshops focused on delivering meaningful learning experience, anchored by quality trainers and sound adult learning principles that are trusted by global MNCs across 14 cities.
 

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Gain Insights From Relevant
Hindsight, Taught Through
Highly Engaging Online Lessons

ODC carefully chooses industry experts and leaders, who have at least 10 years of management and training years in their chosen topic, so you get topic-relevant insight that’s tested and proven to work.

Our training lessons are deliberately designed to create an experiential learning (based on role plays) environment for your team’s WSQ LPM assessment. Learn while having fun!
 

QUICKLINKS
+65 6289 9196
+65 6887 4892

All Rights Reserved, ODC Training Pte Ltd

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