On Effective Customer Satisfaction
In contemporary management the customer is the BOSS himself. Setting the criteria for a better service than the customerís expectations through searching the ways to implement a better communication with the customer in the same line with the total quality management approach.
∑ Who is the customer?
∑ Customer types and classification
∑ The scope of effective customer relations
∑ The importance of the first impression in customer relations
∑ Customer satisfaction / quality concept relation
∑ Development of asking and listening skills
∑ Complaints, objections and nervous customers and how to reply them regarding customer satisfaction
∑ Role-playing and discussion
executives and personnel who care about their customers.