Relationship Management
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Trainer

Suzanne Innes-Kent, LLM (Distinction), is a professional trainer, facilitator, mentor, broadcaster and writer.  She has over 20 years experience in organisational training and group facilitation.  Her training expertise is in interpersonal skills such as communication, customer service, team-building, management skills, negotiation and dispute resolution.

She was a regular presenter of “Relationships” programme on NZ national radio for many years. The best-selling book “Love For All Seasons” and “Someone To Love” was written by her.

In 2000, she won an award from a national magazine for her contribution to NZ through her media work. Suzanne was a regular columnist for The NZ Herald and most recently, a television presenter.  She coordinated the NZ National Working Party on Family Mediation which published “Guidelines for Family Mediation” in Aotearoa NZ.

Suzanne’s list of clients include organisations in the public and private sectors in New Zealand.  She has worked with civil servants to senior bankers and boards of companies. Her international experience includes training airline staff throughout Australia in “The Art of Handling Demanding Customers”; training managers of a Singapore shipping company in staff motivation; in Italy with the Scuola Superiore Sant’Anna on conflict resolution and in Sri Lanka on a WHO’s programme - “Health as a Bridge for Peace”.

Suzanne is an accredited user of the Myers-Briggs Type Indicator and TMS Strategic Team Development instrument.

TESTIMONIES

“I really enjoyed the course and think it will be of huge and ongoing value to me both professionally and personally.”…National Bank

“It was the first course I’ve been on which stayed focused.  I felt it was a good use of time and therefore effective. THANK YOU!”…ANZ Bank

Programme

DAY 1:  DELIGHT The Internal Customer
The internal environment is one major area often overlooked in customer service improvement training.   Start improving your internal customer services and watch in amazement how your external customers are DELIGHT-ed as a result.

DAY 1 Objectives:

  • Relationship between internal & external client services.
  • Identify the “moments of truth” in relationship.
  • Keys to strong internal relationships.
  • Utilize a range of communication styles.
  • Acquire the principles of clear feedback.
  • Implement non-monetary reward for performance.
  • Influence change in behaviour.

DAY 1 Brief Program Outline:

Define goals

  • Who is your internal customer?
  • The goal of internal relationship management?
  • Causes of poor service
  • Create a vision of internal customer values

Empower staff

  • Teach tools for gathering staff ideas and creativity
  • Encourage the ‘silly idea’.
  • Identify customer ‘moments of truth’.

Listen Fully

  • Four styles of communication with staff
  • Expectation of staff – match your style to the goal.

Integrate processes

  • The Seven sins of internal service.
  • Activity analysis – focus on customer priorities.
  • Measure performance, Create clear expectations
  • Explore barriers to success

Highlight achievements

  • The power of positive feedback
  • Rewards which do not cost the company
  • The individual or the team?

Tackle problems as a team

  • Confront poor performance
  • Resolve conflict
  • Use a toolkit of team problem-solving methods.

DAY 2:  AMUSE The External Customer

We will explore the keys to delivering outstanding services consistently to your external customers.  You will acquire tools and techniques in relational skills to cultivate strong relationships with your customers.

Day 2 Objectives:

  • Identify key client relationships
  • Deliver services that meet client’s expectations
  • Acquire key attitudes that maintain positive relationships
  • Communicate clearly and helpfully with customers.
  • Respond masterfully to complains or upset customer.

DAY 2 Brief Program Outline:

Setting the Benchmark

  • Who are your external Clients and Customers?
  • What do clients want?
  • Research - ingredients of customer satisfaction.
  • Setting goals for your organization.

Creating customer friendly policies

  • The Can-Do Attitude
  • Tools for creating a customer-friendly organization

Communicating with your Customer

  • Use your EARS
  • Answering the telephone
  • Email skills
  • Keeping promises

When people are not satisfied

  • Handing complaints
  • Handling anger
  • The place of apology

Putting it all into action

  • Case study practice
  • Writing a vision
  • Relationship management checklist

Overview

While everyone can communicate, only few can connect with the customer. Customer satisfaction and delight is an emotional dimension that can be best met with good interpersonal skills. However, most customer service training concentrated too heavily on functional expertise, technical competence and knowledge rather than interpersonal skills.  It is not that functional & technical expertise are unimportant but the equation is unbalance without giving equal emphasis on the unique human connection.


Every time we interact with an individual, answer the telephone, send an e-mail, write a letter or attend a meeting, we are making an impression on our customers – including citizens, visitors, people working with our staff on a project, vendors or any other employees in our organization.

Smart managers see the link between happy employee, customer satisfaction and profitability. Many organizations with a reputation for legendary service have determined that the starting point of outstanding customer service is in making employees happy, which will in turn lead to happy customers.

While companies invest thousands of dollars on external customer service training in hopes of wooing and retaining customers, little attention is being paid to the damaging effect poor internal customer service has on overall customer satisfaction.

Relationship expert, Suzanne Innes-Kent, will take you on an exciting journey on relationship matters. This 2-day workshop is designed for all leaders and managers as they hold the greatest influence in the outcome in any customer experience. You will be equipped with the latest thinking, time-tested tools and techniques in relational skills. Relational skills have to do with the ability to understand, motivate and communicate with other people. We will provide practical examples and guidance on how you and your organization can take your customer satisfaction to higher levels. Participants will have an opportunity to practise what they learn and see how they can be applied to their place of work.