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

• 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

• 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.

• 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.

• Two days from 9:00AM.to 4:00PM

• One week before the course date

• Top Business premises: 17, Abdel Wahab Selim Elbeshry St. Sheraton Heliopolis, Cairo, Egypt.