This course will present innovative, proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company pro\ides service Throughout the course, measurable examples will be provided on how CRM theory is applied with great success by various corporations. Objectives will focus on the scientific reasons why people resist change, a process to deal with that change, a process to measure the results in an on-going manner and how to tie in and measure those results to a company's bottom-line.

Expected Accomplishments

  • Understand the value of customer retention and customer care
  • Know techniques to personalize service
  • Understanding consumer behovior and attitude
  • Build trust in customer to establish confidence
  • Build a s trong network base to mo terialize
  • Socialize the sales cycle
  • Developing networks through CRMS
  • CRM Model and benefits
  • Industry practices and outcome

Course Outline


  • Customer, types of customers, under promise and over delivering
  • Using the attitude of gratitude

Succeeding through communication

  • The role of active listening, close and open questioning

Developing customer advocates

  • Customer advocacy and the moment of truth

Proactive solutions

  • Understanding the customer value triad, customer satisfaction and resolutions

Creating customer service excellence

  • Common mission and being on the same page with the customer

CRM concept and CRMS

  • Types of CRMS and selection criteria for an enterprise
  • Ideal CRM model and results
  • Vendor and industry feedback
  • Value added customer interaction and the philosophy of customer retention using CRMS

Who Can Benefit

  • All frontline sales personnel

Related Training

  • Relationship Selling and Customer Managemen t
  • Customer Service Excellence


  • Consultant led classes with interactive lectures, tutorial exercises and industry videos


  • A basic understanding of business and selling skills including knowledge of customer service principles

We_They is the largest single-source business and telecom training solutions provider in the Middle East. For 30 years we have been providing training consultancy and human capital development services to telecoms, government agencies, oil & gas companies, financial institutions and organizations across all industries and business sectors.

We provide training and development programs ranging from cutting-edge technology courses in 3G, WiMAX, VoIP or IPTV, to career-changing leadership masterclasses, strategy workshops and business management seminars.

Based in the UAE and operating a 1.2 Million square feet training facility in Dubai, our partner network spans two continents and delivers world class training solutions to customers in over 28 countries in GCC and MENA regions.

We help organisations to:

  • Develop effective leaders, managers and team members
  • Discover and overcome competency gaps
  • Measure and improve performance
  • Build teams and improve communication
  • Recruit and retain talent
  • Build a knowledge culture
  • Create an organisation-wide competency framework
  • Stay competitive by using cutting-edge technology
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