Customer Relationship Management Top Business HR

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

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.

See all Top Business HR courses

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