Top Business Group for Human Resources

Customer Relationship Management

Date Sunday 21-10-2018 Category Sales/CS/MKTG

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

Course Outline
  • Customer Service:
    • Why the Customer is Important?
    • What Type of Customer
    • How to communicate with customer?
    • What do we mean by the term ‘customer service’?
    • The customer behavior’s
    • Dealing with Different type of customers
    • Exercises dealing with angry customers
    • Listening Skills
    • Effective customer service player
    • The two dimensions of quality customer service( procedure – personal )
    • Customer service provider treats
    • Level of loyalties & acceptance
    • Factors which could add value to the customer service
    • Fundamental principles for delivering good customer service
    • Appling 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 complaints handling
    • A proactive view of customer complaints
    • Difference between a complaint and a suggestion – eliminating the ‘but’
    • Complaints restraining techniques
    • Analyzing complaints
    • Customer’s complaint types
  • CRM
    • What is CRM
    • Managing Your Customer Service/Sales Profile
    • CRM software overview • 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 3:00PM
Registration Deadline
  • One week before the course date
Course Fees
  • 1900 EGP (Registration is confirmed only upon payment)
  • Fees include materials and attendance certificate
  • Complimentary coffee breaks, juices and light lunch
Course Venue
  • Top Business premises: 17, Abdel Wahab Selim Elbeshry St. Sheraton Heliopolis, Cairo, Egypt.
Payment
  • Payment should be made one week prior to course.
  • Payment by cheque in Top Business’s name or cash to our address.

Course Date
21
Oct
Other Dates
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