- Customer orientation-ness Importance of customer relations and importance
- Marketing approach
- Service approach
- Customer relations
- Where world is going? Global competition
- Customer satisfaction? Customer pleasure?
- Who is our customer?
- How should the connection between company mission & strategy and customer orientation-ness?
- Importance of setting company mission and strategy clearly.
- Quality approach in customer relations.
- Effect of the customer orientation on company culture
- Understanding customer needs and expectations.
- Essential of customer relations.
- Role of communication in customer driven approach
- Importance of internal customer relations
- Course of the message from source to target
- Relation of urge, perception and behaviour
- Differences in perception and ways of elimination
- How can value be measured with customer approach
- Comparison old and new methods in customer relations
- Development of customer relations
- Other departments role in customer services
- Role of executives in customer service quality
- How to motivate company employees for customer driven approach
- Essential of customer relations.
- Customer relations professional
- Consultant identity
- Directive consultation
- Trainer consultant
- Strategic consultant
- Problem-solber identity
- Mutual professional identity (win-win)
- Moderator ve Facilitator identitiy
- Service and confidence relation
- Relation with team awareness
- Consistency
- Determination
- Continuity
- Calmness: a calm approach
- Positiveness
- Managing negative emotions and stress
- Source optimization
- Needs analysis
- Taking customer needs into account
- Offering alternatives and evaluation
- Directing, follow-up and feedback
- Proactive approaches
- Service contingency
- Meeting expectations
- Motivasyonel approach in relation: effecting attempt
- Handling customer relations
- Complaints
- Coping with difficult customers
- Forbidden expressions
- Evaluation and closure
