WSQ Establish Excellent Relationships for Customer Confidence

Learning Unit 1: Develop knowledge of organization's product or service offerings and customer profile

• Establish excellent customer relationships for customer confidence

• Stages where the relationship with customers can evolve

• Two distinguished attributes of a developed supplier–customer relationship

• Five tips in maintaining customer relationships

• Product features and benefits

• Methods to develop knowledge of organization’s products or services

• Types of customers

• Identifying and addressing consumer behaviour

• Customers with special needs

• Customer profiles

• Benefits of building customer profiles

• Creating a database to manage relationships with customers

Learning Unit 2: Establish customer rapport to build customer confidence in accordance with the organization's guidelines

• Customer rapport

• Tips to build rapport

• Customer confidence

• Benefits of increasing customer confidence

• Methods to establish rapport with customers

• Vision, mission and values

• Elements of a service brand

• Organization’s service standards

Learning Unit 3: Provide post-sales follow up in accordance with the organization's guidelines

• Post-sales follow up

• Service opportunities

• Methods to respond to service opportunities

• Customer complaints

• Methods of complaints

• Service challenges

• Triggers for customer complaints

• Behaviour of dissatisfied customers

• Why some customers do not complain

• Complainant information

Learning Unit 4: Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization

• Responding to escalated service challenges

• Service recovery procedures

• Mutually acceptable resolutions to escalated service challenges