CUSTOMER NEEDS AND COMMUNICATION SKILLS
Bearing in mind that ultimately it is far cheaper to maintain a customer than it is to acquire a new one and that satisfied customers can equal free advertising, customer service and communication remains a crucial tool for boosting market share.
Objective:· To identify and understand the needs of the customer· To develop and enhance communication and negotiation skills· To empower the persons in charge of customer relationships in handling self, individuals and tasks leading to the achievement of personal and business objectives· To learn how to build a long term relationship with the customer and increase his or her loyalty toward the bank Content ’s highlights: 1. Understanding Customer Needs;2. Creating a relationship with the customer (from transaction to customer3. Managing the relationship4. Event management: Another way to sell5. Organizing the branch6. Organizing the branch7. Organizing the sales team8. Planning9. Enhancing Communication Skills10. Handling Customer Objections11. Customer Needs Based Selling12. Creating a Quality Service Oriented Organization Culture13. Relationship Banking Public/target: Heads of departments and branch managers and their assistants.
Duration: 3 days