Understanding
Customers

Landing Section - Managing Performance E
PROGRAM PURPOSE

This module would focus on developing the knowledge, skills and attitudes necessary to better understand and to be more mindful of a customer’s unique needs, preferences and personality. This would contribute to one’s ability to keep their conversations relevant to them and improve customer experience, engagement and loyalty, in turn, win more business.

LEARNING OUTCOMES HIGHLIGHTS

By the end of the program, participants will learn how:

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To recognise the different types of customer needs using the FES model

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To anticipate customers’ expectations using the RATER model

CONTENT SNEAK PEEK

Some of the content covered to achieve the learning outcomes mentioned would include:

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Different Types of Customer Needs per the FES Model

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The 4 Ear Model and its applications to listening and thought process

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Different Expectations of Customer per the RATER Model

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Applications of a Proper Understanding of Customers

PROGRAM IMPACT

This module is typically implemented to address the following challenges:

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stagnant or decreasing customer satisfaction levels

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poor scaling of sales

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loss of present customers

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product/service need to be customised extensively

TARGET AUDIENCE

For individuals who are customer facing representatives:

  • Sales Professionals

  • Account Managers

  • Business Development Executives

  • Customer Service Agents

PACKAGES

*Custom Packages can be designed upon request.

1 DAY TRAINING

All Content (2 modules)

3 - 4 hours

Maximum 20

1/2 DAY TRAINING
COACHING

All Content

Custom

1 - 2 hours

Custom

Maximum 20

Maximum 6

Contact Us to request a quote today!

PACKAGES*
CONTENT
PRACTICAL
PAX/SESSION
COST