Customer Relationship Management Top Business HR
Price: AED 801

    Course details

    Develop customer loyalty and incorporate an effective and cost-efficient customer relationship program

    Course Outline

    • Why the Customer is Important?
    • What Type of Customer
    • How to communicate with customer?
    • What do we mean by the term ‘customer service’?
    • What is a complaint?
    • Why customers complain
    • The customer behavior’s
    • Exercises dealing with angry customers
    • Dealing with Different type of customers
    • Listening Skills
    • Effective customer service player
    • The two dimensions of quality customer service( procedure – personal )
    • Customer service provider treats
    • Level of loyalties & acceptance
    • Recipient normal reactions to complaints
    • Steps of complaints handling
    • A proactive view of customer complaints
    • Complaints – difference between a complaint and a suggestion – eliminating the ‘but’
    • Factors which could add value to the customer service
    • Fundamental principles for delivering good customer service
    • Complaints restraining techniques
    • Appling knowledge
    • Relationship learning
    • Customer expectations
    • Using questions & right wording
    • Analyzing complaints
    • Customer’s complaint types
    • What is CRM
    • Managing Your Customer Service/Sales Profile
    • Role plays & Exercises
    • CRM software overview
    Updated on 08 November, 2015

    About Top Business HR

    Established in 1993, in Egypt, the Group is specialized in Human Resources Solutions. We_They Group has two subsidiaries; We_They and Top Business Limited. Top Business Human Resources Consultants offers Human Resources Outsourcing and Salary Administration, Human Resources Consultations and Management Development, Public and Tailored Training and Conferences & Exhibitions Management. We_They Limited offers Local and Overseas Recruitment and Assessment Centers.

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