Customer Services and Customer Relationship Management

Overview

In this Customer Relationship Management course ,participants learn how to refocus your business. This allows you concentrate on your customers so that long lasting relationships are built.As a result this allows you to defeat your competitors.

Putting the customer first is one of the most valuable strategies towards building a business.Satisfied customers become repeat customers and often increase their spending. Customers are our best source of word-of-mouth referrals. There is no better salesperson than a loyal customer.

Course Topics

Characteristics of excellent Customer Relationship Management

Building Business Relationships

CRM ,Communications and People Management

Managing Needs and Expectations

Managing Difficult Customers

Providing Support

Service Recovery Strategies

Rebounding after Servicing Customers

Self Empowerment

Who Should Attend

Any individuals who are or will be in direct or indirect contact with customers
Sales and Marketing Personnels
Frontline and back-end support Staffs

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