Customer-Focused Service Training with Neuromarketing Approaches
Customer experience is no longer managed with a friendly smile alone, but by understanding the brain's decision-making mechanisms. Grupas' "Customer-Focused Service with Neuromarketing Approaches" training enables participants to internalize the concept of customer focus and to recognize the value this approach holds for both themselves and their organizations. Starting from the concepts of customer, service and quality, the program covers 16 topics such as customer types and expectations, the SCARF model (Status, Certainty, Autonomy, Relatedness, Fairness), the 4x4 service model, persuasion skills, difficult customers, complaint management and feedback, through a practice-oriented and interactive design.
Benefits for Participants and Organizations
- Discovering ways to increase customer satisfaction and create loyal customers with concrete techniques
- Reducing customer loss through active listening and empathy skills even in the most difficult moments
- Managing customer experience at a neurological level with the SCARF model; turning the perception of social threat into reward
- Developing the right communication strategy by recognizing the 4 core customer characters (Analytical, Driver, Expressive, Amiable)
- Standard and flawless service quality at the greeting, transaction, problem and farewell stages with the 4x4 service model
- Higher conversion with a 6-step strategic persuasion process (listening, identifying needs, presenting solutions, emphasizing benefits, handling objections, closing)
- Turning customer dissatisfaction into an opportunity for improvement with the "a complaint is a gift" perspective
- Visible improvement in corporate posture, trust and brand reputation
Who Is It For?
All individuals involved in relationship management or wishing to build better relationships; sales, customer service, field and front-office teams.
Duration, Participation and Format
Classroom Training: 2 days, maximum 15 participants. Remote Training: 2 days (6 hours per day), maximum 25 participants. Detailed content is available in the attached PDF.
