Know Your Customer Training
There are two key aspects about your customers. It is important to know your customer from the perspective of their attitudes and behaviors and then from a needs perspective. If we pay attention to both aspects, optimally, we will be able to serve them better.

Key Objectives

  • Learn Just-in-Time (JIT) tools and strategies that will help to provide astounding customer service when interfacing with customers
  • Be prepared to "read" the customer using Total Quality Service (TQS) tools
  • Use "possibility thinking"
  • Log customer complaints and issues for timely resolution

Target Audience

  • Based on client identified needs

Materials/Text

  • Workbook with references and graphics
  • Approximately 35% of the time is in the presentation mode
  • Client-based case studies, supported by individual and group activities and
  • exercises, serve to reinforce the lessons

Course Length

  • One-day for up to 25 individuals per session
 

 

  

© 2009 The Baldwin Group, Inc