The Art of Customer Care & Grievance Redress

“Customer is the origin of all creations” - Tom Peters’ statement affirms the significance of customer to enterprises. As an important factor affecting all business operations of the enterprise, customer’s power even impacts the existence of the entire business sector. Today, alongside with the economic development, products and services are diversified, customers are exposed to more choices and the competition for customers become more and more fierce. According to a survey in USA and England, 90% of customers say they will choose products of another company if they are better and in fact, 60% changed their suppliers. Hence, retaining customer is a regular puzzle for every enterprise.

A thorough grasp of the art of customer care and especially the proper grievance redress is the golden key for companies to retain their “lords”.

With its mission of “Enlightening the entrepreneur community through intellectual values”, PTI Business School designed the training program “The art of customer care and grievance redress” to provide the necessary knowledge and skills to the customer care staff in enterprises.

Đối tượng tham gia

• The program is intended for all members of the enterprise, not only the managers but also the employees because all members of an enterprise must focus on and perform customer care

Mục tiêu chương trình :

After the training program, the trainees will be able to:

• Discern the differences between traditional sale and consultative sale
• Grasp the criteria for identifying professional salespersons
• Grasp the selling and buying procedures
• Grasp the methods for approaching customer and asking for appointment on the phone
• Grasp the major consultative sale skills
• Grasp the methods and techniques for dealing with customer’s refusal
• Practise consultative sale skills
• Self-development planning

Phương pháp học tập :

The following methodologies will be employed by the lecturers to deliver the training course:

-    Open discussion

-    Case study

-    Self-assessment

-    Mini-lecture

-    Role Play

-   Learning games