Understanding
Customers
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:
To recognise the different types of customer needs using the FES model
To anticipate customers’ expectations using the RATER model
CONTENT SNEAK PEEK
Some of the content covered to achieve the learning outcomes mentioned would include:
Different Types of Customer Needs per the FES Model
The 4 Ear Model and its applications to listening and thought process
Different Expectations of Customer per the RATER Model
Applications of a Proper Understanding of Customers
PROGRAM IMPACT
This module is typically implemented to address the following challenges:
stagnant or decreasing customer satisfaction levels
poor scaling of sales
loss of present customers
product/service need to be customised extensively
TARGET AUDIENCE
For individuals who are customer facing representatives:
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Sales Professionals
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Account Managers
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Business Development Executives
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Customer Service Agents