There is an essential aspect that forms the basis of commercial success: "the ability to master the relation that each one establishes and maintains with customers – to determine it to produce more with less cost" (Pascal Py, "How to manage your customers").

In this module we will define and analyze this ability. We will also bring in discussion actual experiences and will practice the newly gained abilities. 

• Our organization's customers
• Competitive advantages of our company
• My role in keeping customers – the three-level pyramid of customer care
• Difficult customers – their profile and methods of "treating" them
• Communicating with every type of client
• Active listening
• Asking questions
• Feedback – why is it important
• Causes and effects of losing cutomers
• Customer care methods (keeping customers loyal)
• The most frequent customer complaints and ways of managing them
• Individual action plan

• Efficient use of direct communication techniques with customers
• Efficient customer complaint handling
• Efficient interaction with different behavioral types
• Identification of situations where we lose customers and ways of counteraction
• Importance of the internal customer role in our daily activity and treating them as we treat external customers