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Advanced Customer Service Workshop - Convertas , Dubai,Kuala Lumpur, Istanbul, London,United Kingdom,Malaysia,Turkey,United Arab Emirates

Mon, 14 May 2018 12:03:02 +04

Day One
Customer service
Quotations on customer service
Service definitions and concepts
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best

Day Two
Internal customer service
Identifying internal and external customers
Customer requirements
Foundation of great service people
The service profit chain

Day Three
Managing customer expectations
What to say and what not to say
Calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' and the service quality (SQ) factors
Flying over customer expectations
Role-plays and exercises on dealing with different personality styles

Day Four
Effective communication skills for handling customers
Active listening
Effective listening skills
Phone etiquette
Dealing with difficult customers
Dealing with different personality types
Service recovery

Day Five
Professional behavior with customers
The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non verbal behavior
The right behavior with the customer
The wrong behavior with the customer
Assertive, passive and aggressive behavior
Verbal and non verbal components of communication styles

Cost: 3995 USD

Duration: 5 Days

Customer Satisfaction & Loyalty - Convertas , Dubai,United Arab Emirates

Sun, 25 Feb 2018 14:58:35 +04

Day 1
Key definitions
· Customer satisfaction, retention, loyalty and delight
· Levels of loyalty
· Customer satisfaction and loyalty
· Customer delight

Day 2
Key loyalty measurements
· Customer Satisfaction Index and Customer Retention Rate
· Profit impact of CRR
· Customer life expectancy
· Customer loyalty index
Loyalty and profits
· The cost of loyalty
· Generally Accepted Accounting Principles (GAAP) shortfall
· Activity Based Costing (ABC)
· Customer profitability and the whale curve
· Customer profitability at best practice companies
· The strategy quadrant

Day 3
Customer satisfaction surveys
· Surveys and questionnaires
> Objective of the survey
> Population of interest
> Writing the questions
> Sampling methods
> Administration and analysis
· Customer surveys guidelines
· Different survey metrics
· Types of satisfaction surveys: transactional vs image-based
· Who and what to measure
· How to ask
· Loyalty components
· The importance of demographics

Day 4
Segmenting your customers
· Attitudinal and behavioral dimensions
· Demographic variables, consumer and business
· Customer profiling
· Customer modeling
· Types of business customers (B2B)
Key to loyalty : A 'customer value proposition' that works
· The value proposition: definitions
· Why a value proposition
· Building the value proposition
· Articulating the value proposition
· The strong value proposition: conclusion

Day 5
Customer loyalty and loyalty schemes
· How to foster loyalty
· The 6 Ps of customer loyalty
· The two tier approach
· The laws of customer loyalty
· Loyalty schemes: background and justification
· Loyalty schemes: what to avoid
· Types of loyalty programs
· Reasons to join
· Different loyalty schemes
· Rewards and perceived value
· Maximizing the results

Cost: 3995 USD

Duration: 5 Days

Online Customer Service/Relationship Management - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Wed, 31 Jan 2018 16:34:04 +04

Course Description:

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.

This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?

How attendees will benefit?

You will learn:

Methods to analyse and prioritise a range of client relationships
Strategies for stakeholder analysis and management
An appreciation of how to shape people's perceptions positively
Tools to analyse your client relationships in order to improve your competitive position
The confidence to build rapport and network effortlessly

Course Content:

Customer Relationship Management
Salesforce CRM
Microsoft Dynamics CRM
Siebel CRM
Sugar CRM
Sugar CRM Features
Sugar CRM Technical Prerequisites
Installing Sugar Suite
Sugar CRM Admin Panel
Daffodil CRM
Daffodil CRM: Admin Page
VtigerCRM 5
Vtiger Installation: Prerequisites
Installing Vtiger CRM
Install Without Apache and MySQL
Configuring Vtiger CRM Server
Open CRX
; Installation Instructions
Configuration
Compiere ERP and CRM
Installing the Compiere server
Installing Compiere Application Client and HTML Client
absoluteBUSY - Online CRM Software, Zoho CRM, Numara TM
Polar Help Desk , Net suite-Online Business Application
Alive chat, Alive chat: Operator console
Sight Max, Sight Max: Real Time Live Chatting
Soffront CRM , Contact Tracker Version
CRM TRAK, Salespro CRM, Maximizer Enterprise CRM
CRM desk , Magna CRM, Sage CRM V6

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 7 Days

Customer Service Excellence - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Tue, 30 Jan 2018 15:34:57 +04

Course Description:

This course empowers delegates to facilitate increased customer loyalty and long-term client retention. For an organisation to be successful, every employee should recognise the importance of customer service, what it means and how it should be delivered. Retaining clients is one the biggest reasons why successful organisations remain successful. Everyone in the organisation who comes in contact with an internal or external customer acts as an ambassador for the organisation, and the quality of their interaction determines whether the client will be retained over the long term.

This course looks at a customer service encounter from the point of view of what customer service excellence is all about. Delegates will learn how their roles, attitudes and interactions ultimately shape the client's understanding and value assessment of the organisation. The course focuses on identifying and modelling customer service from a best-practice viewpoint. It will also look at how to motivate and maintain the morale of customer service staff (and teams) while inspiring others to deliver consistently high-quality service excellence.

How attendees will benefit?

After completion of the programme, delegates will be able to:

have an awareness of their own individual behaviour;
recognise customer-friendly systems;
ensure positive customer interaction in the workplace;
create relationships with customers through effective listening;
recognise and develop the ability to handle volatile situations; and
develop techniques to interact with various customer behavioural styles.

Course Content:

The programme covers the following topics:

What is customer service?
Contributing to the service culture
Positive verbal communication
Non-verbal communication in customer service
Listening to the customer
Customer service and behaviour
Handling difficult customer encounters
Customer service in a diverse world
Encouraging customer loyalty
Service recovery

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 7 Days

Customer Experience Management - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Tue, 30 Jan 2018 15:11:02 +04

Course Description:

Increasingly, organisations are recognising that the complete experience enjoyed or endured by their clients' imperative to customer retention, growth and profitability. CE at UP in association with Consulta Research presents a four-day course on Customer Experience Management (CEM).

The course focuses on the development and execution of CEM measurement, strategies and implementation. It provides a deeper understanding of the essentials of CEM for organisations wishing to increase customer retention, growth, loyalty and profitability. Delegates will be on their way to become customer experience specialists and address one of the fastest growing needs in modern organisations.

Who should attend?

Managers involved with Customers, Services, Sales, Accounts, Marketing, Public Relations, etc

How attendees will benefit?

After completion of the programme, delegates will be able to:

Identify, differentiate and understand the different concepts in the field CEM.
Understand how customers process information relating to:
The role that information processing styles play in the experience of customers.
The internal psychological processes (perceptual, cognitive, affective and behavioural) affecting customer experience.
Understand the primary outcomes of CEM:
Customer Loyalty
Customer Retention
Customer Advocacy
Understanding the impact of CEM on business performance (sustainability, growth, profit, sales efficiencies)
Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc).
Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.
Develop a Customer Experience Management Strategy for various industries.
Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc).
Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.

Course Content:

The programme covers the following topics:

Basic principles of CEM
Getting inside the mind of your client
Evaluating, interpretation and measuring the customer experience
Developing, designing and implementing (delivering) customer experience strategies
Developing a business case for CEM within the organisation

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 6 Days

Advanced Customers Relation Management - Convertas , Dubai

Sun, 30 Jul 2017 22:46:18 +04

Day One: Defining and appreciating the customer
· Definition of customer
· Definition of customer service
· The internal and external customer

Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos

Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization

Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups

Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model

Cost: 3995 USD

Duration: 5 Days