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.
SELECT CLIENTS
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
Motivation
Self-awareness
Empathy
Self-regulation
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
KNOWLEDGE IS POWER
Knowing about the different stages of conflict enables me to better manage diversity and develop my team.
Yenom Pte Ltd
Chin Lih Shyong
PRACTICAL
SKILLS
ODC Trainers are experienced, creative, clear in their explanations, and facilitate discussions effectively.
Adventus Singapore
Oh Si Hui
EXPERIENCE,
NOT JUST THEORY
Having the opportunity to role play in class helped me to gain a better understanding of the content.
NewWave
Pek Kian Kok
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.
SELECT CLIENTS
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!