Customer relationship management
Attracting and retaining our customers has always been a long and difficult process that involves high costs for any organization. One way to recover this investment is to keep a close relationship with our customers and to transform them into partners. Thus, our employees who interact with the customers have the mission to manage their needs, in order to preserve a high satisfaction level, which is good for both parties.
The approach we use in our customer relationship management training programs is to create a partnering relationship, where we, as suppliers, take care that your business grows, therefore you bring in more business for me to grow in line with you. Building this privileged type of relationship requires constant efforts on part of the whole organization to accurately set the customer’s expectations, to safeguard an authentic interaction, and to become memorable to the customer.
The studies (Thompson & Kolsky 2004; Temkin 2008) on customer relationship identified a set of answers that differentiate the brands among the customers. These are:
– Integrity (honesty, authenticity, empathy, acknowledgement and dignity);
– Reliability (reaction, availability, coherence and actuality);
– Efficiency (fast and efficient fulfillment of customer expectations by well trained employees);
– Convenience (fast access to products and services).
The customers want to feel that the employees who deal with them – either from distance or face-to-face – are trustworthy, professional, well informed, empathetic and confident that they recommend the best product or service for their needs.
The training programs designed by the Progress Foundation trainers to create an authentic customer relationship with customers answer the following questions:
– How can I maintain a high customer satisfaction level?
– How can I develop a partnering relationship with my customers?
– What are the characteristics an employee must have to develop authentic customer relationships?
– How can I raise the responsibility of my own employees to effectively manage the customer relationships?