Building Customer Relationships - Searchlight Insurance Training

Building Customer Relationships

Customers need to be treated as individuals.   They all differ and this workshop will explore how to ensure that all customers feel valued.

One unhappy customer will tell many friends about a poor experience.   Conversely relating good experiences is one of the most powerful forms of advertising.

This workshop shows how to look after customers in a way that becomes second nature, to ensure that they keep coming back.

Those looking after customers will benefit from the workshop.

Level: n/a

Duration: 1 day(s) CII CPD Hours: 6
     
  • Recognise roles and responsibilities in communicating with customers to build stronger relationships
  • Identify customer expectations and establish how to meet them
  • Describe the importance and lasting impact of first impressions
  • Describe the impact that positive and negative behaviours can have on the customer
  • Identify a process for solving customer problems effectively
  • Develop techniques to win and maintain customer confidence
  • Internal and external customer expectations
  • Introducing a customer care philosophy and values
  • First and last impressions
  • Meeting customer needs and managing customer expectation
  • Interpersonal skills in customer care
  • Teamwork in customer care
  • Recognising and benefiting from sales opportunities
  • After sales service
  • Handling complaints and problems
  • Keeping the customer more than satisfied
  • Action plan