Customer Relationship Management

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