Customer Engagement Course

 

 

 

 

 

 

 

Customer Engagement

First impressions: Every time a person engages with a customer, they make an impression.

One of the key differences between hi-tech companies, especially of the B2B kind and the traditional non-tech companies, is the intensity of company-customer interaction. In most hi-tech companies there are many types of customer interactions.

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 Sales and Marketing people engage the customer in sales meeting, conferrences and events.

 Professional services engage the customer when the system is installed and customized to be used.

 Support people engage with customers when there is a query of a problem and support is required.

 Product Managers engage with customers in a variety of situations.

 Executive Managers engage with customers when a large sale is in place or when things go really wrong.

But what kind of training do all of these people to manage these interactions, are they saying the right things, can they be saying the well intentioned wrong things.

This is what this training is all about.

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 Customer Rules of Engagement

Plan

Plan the overall strategic relationship with the customer. Every Customer Engagement

Symmetry

This refers to face to face interaction with customers and especially to the number of people that…

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… show from each side. You should never outnumber the customer as far as the number of people present in the meeting.

 

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Small Talk

There is always a need to break the ice when you meet the customer for the first time.

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There are a few things you should never discuss with the customer during this small-talk phase.

Do not Discuss: politics, sex, religion, company compensations, or any other general controversial issue. Ok to Discuss: sports, weather, traffic

The Truth

Never lie to a customer. You can try to avoid answering if you have to, but never lie to a customer.

Smile

Always smile when you meet a customer. Do not frown when you are with a customer.

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Even when on the phone with a customer. Smile. It will make your customer interaction more successful.

Getting personal

Do not get personal with your customers. At least not at first. You may be walking into a mine field. With time and confidence in the customer character and intensions this may change, however,…

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…this is still a dangerous area, especially if the customer is important to you.

There are a few things you should never discuss with the customer during this small-talk phase.

Do not Discuss: politics, sex, religion, company compensations, or any other general controversial issue. Ok to Discuss: sports, weather, traffic

Communicate clearly

Talking to customers should be clear and simple. If you like the customer to understand how smart you are, you can write a book and give it them as a present. But when you communicate, be clear on your message.

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Dealing with a colleague when with a customer

Never argue or contradict a colleague when a customer is present. It requires a great deal of patience and sensitivity in your response. Find the way to deliver the right message in a way that is not argumentative or contradictory.

Emails – Never Use the BCC option on an email

It is sort of dishonest move in any circumstances. It is especially wrong in context of a customer. When I refer to BCC here, I mean allowing someone to be present in a conversation when others are unaware of it.

Emails – One To in the the To box 

When many people are responsible for an action, it is like nobody is responsible for the action. There are ways around it, but it is really the best to make it clear who is responsible by assigning them the To box rather than CC box.

Similarly, forwarding an email is also something to be careful with.

Emails – No adds 

Office politics exist in any organization. You should avoid falling into your customer’s office politics traps. Adding a new person (from the customer side) to an already existing customer conversation exposes them to things others (from the customer side) may not want them to be exposed to.

About the course

Customer interaction is a skill. This course enables mastering this skill.

 Case based simulations.

 Mmanage Customer Expectaions.

 Deal with customer crisis.

 Gain the customer’s trust.

 Practical guidelines on how to deal with customers

 Engaging with customers internationally – Cultural dilemas.