The Customer Relationship Chain The students will understand the importance of the Customer Relationship Chain to the overall success of the company The participants will understand that their responsibilities, no matter what they are, play a critical role in developing an excellent Customer Relationship. The attendees will realize the importance of adding value to every customer interaction. The students will list the components of Excellent Customer Relationships. Be an Advocate Not A Critic The participants will emphasize the positive aspects of your company to their customers, co-workers, families and friends. The students will list those characteristics of your company that they appreciate as the components of a great organization and company The Customer’s Perspective The participants will understand what motivates their customers and their co-workers. The students will realize the urgency behind customer requests and appropriately respond to them. Taking Ownership The attendees will understand the importance of utilizing their skills and resources to solve a challenge before involving their management. The students will become more of a resource to their manager rather than continually utilizing their managers as resources. The FOWYC Principle The participants will improve their productivity and attitude by practicing The FOWYC Principle where they will concentrate on those issues that lie within their realm of control rather than those that lay outside. Communicating Excellently The students will describe the steps to excellent communications. The participants will improve their listening skills. The attendees will demonstrate methodologies that will allow them to communicate in ways that will make their message more acceptable. Communicating Through Resistance The participants will professionally and effectively interact with irate customers and co-workers. The students will demonstrate the ability to prepare for success in difficult situations. Communicating for Commitment The participants will utilize skills and techniques to gain commitment from their customers and consensus from their co-workers. Professionalism The attendees will realize the importance of professionalism in: What they do How they do it What they say How they say it