Top Business Group for Human Resources

Customer Relationship Management

Date Wednesday 27-11-2019 Category Sales/CS/MKTG

Course Overview
Develop customer loyalty and incorporate an effective and cost-efficient customer relationship program

Course Outline
  • Customer Service
    • Why is the Customer Important?
    • Types of Customers
    •  How to communicate with customer?
    • What do we mean by the term ‘customer service’ ?
    • Customer behavior’s
    • Dealing with Different types of customers
    • Dealing with angry customers
    • Listening Skills
    • Effective customer service player
    • Two dimensions of quality customer service (procedure ‒ personal)
    • Customer service provider treats
    • Levels of loyalties & acceptance
    • Factors that could add value to customer service
    • Fundamental principles for delivering good customer service
    • Applying knowledge
    • Relationship learning
    • Customer expectations
    • Using questions & right wording Managing Customers complains:
    • What is a complaint?
    • Why customers complain?
    • Recipient normal reactions to complaints
    • Steps of complaint handling
    • A proactive view of customer complaints
    • Analyzing complaints
  • CRM
    • What is CRM
    • Managing Your Customer Service/Sales Profile
    • Role plays & Exercises
Learning Objectives
After completing this course, participants be able to
  • Develop an understanding of the terms and benefits of CRM on a company’s bottom line.
  • Analyze the different components of a CRM plan.
  • Develop their checklist for readiness and success in CRM.
  • Identify how CRM creates value for organizations and customers.
  • Identify developmental roles that have the greatest impact on CRM.
Who Should Attend
  • Employees seeking to understand and apply good practice in promoting effective customer relations.
  • Staff who deal regularly with guests, visitors and customers face to face, in writing and on the telephone.
Course Duration
  • Two days from 9:00AM.to 4:00PM
Registration Deadline
  • One week before the course date
Course Venue
  • Top Business premises: 17, Abdel Wahab Selim Elbeshry St. Sheraton Heliopolis, Cairo, Egypt.
Registration & Payment:
  • Course fees: 2300 EGP
  • Course fees include material, light lunch, coffee break and certificate.
  • Payment by cheque in Top Business’s name, cash to our address or by bank transfer.
  • Payment is due within 3 working days from course confirmation. Your registration is confirmed only after course payment
  • Payment is nonrefundable, however participant can be substituted or can attend next confirmed round of the same course or another course.