Customer Service Managing Relationships

• A clear focus on improving your company's business performance through better customer retention
• You will be able to identify clear areas of improvement for your customer care team
• A 'customer-centric' approach that will enable you to fulfil your customers' individual needs
• You will have a better understanding of the detailed issues involved in providing top quality customer care to your customers

Course Objectives

• To understand the components of successful customer care
• To know how to develop a plan for implementing effective customer care
• To understand how you, as a leader, can help to develop a customer focused team
• To be able to assess your own, and your company's performance in the different levels of customer service
• To identify customer service barriers within your organization
• To improve the standards of service to your customers, by understanding their future needs and expectations
• To explore ways you can WOW! your customers by 'going the extra mile'
• To learn how to offer alternative solutions and successfully deal with unrealistic customer requests
• To understand why customers complain and how to deal professionally with complaints

Who Should Attend?

Managers and supervisors of staff in customer-facing roles, and those responsible for ensuring that the service level offered to customers is a positive differentiator for their company, which will help increase customer retention.

Course Outline

• Role Of Customer Relationship Manager (CRM) In Creating A Competitive Edge
• Understanding Differences Between Business-To-Business (B2B) CRM and Business-To-Consumer (B2C) CRM
• Understanding Why The Happy 'Internal Customer' Is More Motivated To Provide Exceptional 'External Customer' Service
• Calculating Customer Lifetime Value (CLV)
• Identifying 'Perception Points' For Your Organization
• Identifying Barriers To Providing Exceptional Customer Service
• Understanding Customers' Changing Needs And Wants
• The Key Steps Of Customer Service
• Changing Times. The Impact Of Technology on CRM
• Understanding Different Customer Feedback Mechanism
• Identifying Queries, Questions And Complaints
• Handling Unreasonable Requests Effectively
• Creating An Exceptional Service Recovery Mechanism For Enhancing Customer Retention
• Using Customer Feedback To Innovate And Stay Ahead Of The Game
• Creating A CRM Dashboard - What Gets Measured Can Be Improved
• Learning From Case Studies - The Best Practices In CRM
• How To Create Customers For Life
• How to deal with customer queries.
• Common customer problems and complaints.
• How to deal with problems and complaints.

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session