Customer Profiling Techniques and Procedures

Customer Profiling Techniques and Procedures

OBJECTIVES

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

• Use customer profiling techniques and procedures to increase profitability by Identifying underdeveloped market segments
• 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

WHO SHOULD ATTEND:

• Customer Service Professionals
• Team Leaders & Supervisors
• Administrators
• Sales & Marketing Professionals
• Public Relations Personnel

COURSE OUTLINE 

Day 1

Customer Profiling Techniques and Procedures

• Course overview and learning objectives
• 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
• Practical exercise: Determining Your Temperament Profile 

Day 2

Customer Segmentation, Data Mining and Market Analysis

• SWOT Analysis
• 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

Communication and Interpersonal Skills Development

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

Day 4

Customer Profiling Techniques to Enhance Customer Satisfaction and Loyalty

• 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 program
• Are you a team player?
• Teambuilding and leadership exercise
• The benefits of measuring and monitoring customer satisfaction
• Best practices for creating a Customer Satisfaction Survey

Day 5

Personal Development for Continuous Improvement

• Your attitude makes a difference
• Setting SMART Objectives
• Practical exercise: Goal Setting
• Practical exercise: Identifying Leadership Traits
• Stress management tips
• Time management skills to improve daily productivity
• Practical exercise: Action Plan