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Customer Relationship Management

Customer Relationship Management Course Summary

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.

Customer Relationship


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 the 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

Course Outline

DAY ONE

  • The Key Role of the Customer Relationship Manager (CRM) In Creating A Competitive Edge
  • Understanding the Differences Between Business-To-Business (B2B) Customer Relationship Management (CRM) And Business-To Consumer (B2C) Customer Relationship Management (CRM)
  • Identifying Barriers to Providing Exceptional Customer Service
  • Understanding Why the Happy ‘Internal Customer’ Is More Motivated to Provide Exceptional ‘External Customer’ Service
  • Identifying the ‘Perception Points’ of Your Organization
  • Detailed Analysis of Your ‘Perception Points’
  • Understanding Your Customers’ Changing Needs and Wants
  • The Key Steps of Customer Service
  • Calculating Customer Lifetime Value (CLV)
  • Changing Times – The Impact of Technology on CRM
  • Understanding Different Customer Feedback Mechanisms

DAY TWO

  • 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’

Who can Benefit from this course

  • Customer Care Professionals
  • Sales & Marketing Professionals
  • All Customer facing Jobs

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 the 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

Course Outline

DAY ONE

  • The Key Role of the Customer Relationship Manager (CRM) In Creating A Competitive Edge
  • Understanding the Differences Between Business-To-Business (B2B) Customer Relationship Management (CRM) And Business-To Consumer (B2C) Customer Relationship Management (CRM)
  • Identifying Barriers to Providing Exceptional Customer Service
  • Understanding Why the Happy ‘Internal Customer’ Is More Motivated to Provide Exceptional ‘External Customer’ Service
  • Identifying the ‘Perception Points’ of Your Organization
  • Detailed Analysis of Your ‘Perception Points’
  • Understanding Your Customers’ Changing Needs and Wants
  • The Key Steps of Customer Service
  • Calculating Customer Lifetime Value (CLV)
  • Changing Times – The Impact of Technology on CRM
  • Understanding Different Customer Feedback Mechanisms

DAY TWO

  • 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’

Who can Benefit from this course

  • Customer Care Professionals
  • Sales & Marketing Professionals
  • All Customer facing Jobs

Contact Us

Suite #101, AL-Tawhidi 1 Building, Next to ADCB Bank, Bank Street, Khaled Bin Waleed Road, Bur Dubai - Dubai. U.A.E. P.O.Box: 94743 Dubai, UAE.

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Direction from Metro: Al Fahidi Metro, Exit 1 elevator - walk approx 1 minute towards Burjuman.

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