Customer Relationship Management

Delighted customers return and send others; dissatisfied customers do not! Surveys have found that it costs about eight times as much to acquire a new customer, as it does to keep an existing one. So, it seems obvious that it should be the intention of most sensible business people to provide outstanding service. But this is not easy to apply in practice. We are all customers, and most of us can tell horror stories about very poor customer service. Rudeness, bad service, indifference to identifying customer needs, etc., are too often encountered. We might like to think that such things do not happen in our organizations; but positive customer care does not occur naturally. In fact, it is extremely difficult to achieve. How can a manager ensure that good customer care and excellent service will prevail throughout his / her organization? What are the simple practical steps that lead to quality products and excellent service? This training is very participative, and allows delegates to address issues in a practical way, which clarifies the relationship between customer care and overall business strategy. A clear 'Customer Relationship Management' training is essential for successful corporate planning.