By the end of this course, delegates will be able to:

• Use customer profiling techniques and procedures to increase profitability
• Describe how to leverage the organization’s relationship with the customer base
• Utilize customer profiling techniques to design effective customer satisfaction surveys
• Employ customer profile information to proactively generate up-selling and cross-selling opportunities
• Set SMART objectives for continuous improvement
• Work effectively with each of the four customer temperament styles

DAY 1:

• What is customer profiling?
• Breakout session: Advantages and Disadvantages of Customer Profiling
• Understanding the concept of Emotional Intelligence
• The history of temperament profiling
• The Myers-Briggs Type Indicator
• DISC temperament profiling system
• Understanding the four customer temperament styles

DAY 2:

• Benchmarking the best and worst customer service providers
• What is Customer Segmentation?
• Using segmentation for gaining customer insight and market penetration
• Data Mining
• Predictive Modeling
• Customer Lifecycle Management
• Key Account Management strategies

DAY 3:

• Keeping up with changing communication technology
• Body language: How to read a person like a book
• Identifying your customer’s preferred learning style
• Active listening skills to improve communication effectiveness
• Questioning skills to identify a customer’s expectations and service requirements
• Tips for giving and receiving constructive feedback

DAY 4:

• Breakout session: How to Use 'Customer Service' to Build Customer Loyalty
• Serving internal and external customers
• Customer “touch points”
• Motivating customers with rewards and incentive programmes
• Teambuilding and leadership exercise
• The benefits of measuring and monitoring customer satisfaction
• Best practices for creating a Customer Satisfaction Survey

DAY 5:

• Your attitude makes a difference
• Setting SMART Objectives
• Stress management tips
• Time management skills to improve daily productivity
• Course review and feedback

• Managers 
• Administrators
• Supervisors
• Accounts , Sales & Marketing Professionals
• Anyone who is or will be responsible for Planning or develop plans
• Training Methods