Branded Customer Relations
“The New Competitive Edge”

INTRODUCTION

The winning edge for competitive organizations – BRANDED Customer Relations.

This program intends to explore for the participants the rationale and how to delight or surprise the customer and win as a consequence.

Any business which would like to capitalize on their on-brand and achieve customer loyalty should consider the insights from this program. It is not enough to create an external perception but all members of the organization should have an internal reflection of the “promises” created by the brand.

COURSE OUTLINE

Module 1 Introduction

1.1 Course Objectives/Outline
1.2 Definition of Branded Customer Service
1.3 Brand and It’s Promise

Module 2 Branding Imperative

2.1 Way of Doing Business: Branding
2.2 Brands as a Compelling Difference
2.3 Advantages of Branding
2.4 On-Brand and Off-Brand
2.5 Levels of Brand Loyalty

Module 3 Branded Customer Service Strategies

3.1 Customer Service as a Cost
3.2 Customer Service as a Necessity
3.3 Customer Service as a Competitive Advantage
3.4 Customer Service as an Expression of the Brand

Module 4 Impact of Branding Customer Service

4.1 Benefits of Branding Services
4.2 Building Brand in the Organization and Customer Service
4.3 Dimensions of Customer Quality Service
4.4 Brand Power Tools
4.5 Brand Champions Roles

Module 5 Workshop: Identifying your Company’s Brand & Promises

Module 6 Who are your Customers?

6.1 Definition of Internal & External Customers
6.2 Value of Customers
6.3 Maintain or Look for New Customers
6.4 Dissatisfied Customers
6.5 The Filipino Customers

Module 7 Your Role in Branded Customer Service

7.1 Pro activity and Customer Service
7.2 Film Showing: Being Proactive
7.3 Basic Truths about Ourselves
7.4 Film Showing: Gift from Mrs Timm

Module 8 Branded Customer Service Skills

8.1 Key Principles to Interaction
8.2 Listening
8.3 Questioning
8.4 Paraphrasing
8.5 Non-Verbal Communication
8.6 Making Requests
8.7 Handling a Dissatisfied Customer

Module 9 Program Practicum: Role Playing on How to Handle Difficult Situations

METHODOLOGY

The two days program will utilize lecture, group discussion, film showing, role playing and critique.