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Training Course Summary:

Retain your key customers and deepen profitable relationships. Hone personal service levels and cross-sell products effectively. Sharpen your customer relationship management for a total quality service.

Benefits:


Use competitive techniques to improve client perception of your service
Identify your most important customers and understand how to manage your relationship with them
Identify shortfalls in your current CRM strategy and work on them to give your business a competitive advantage

Who Should Attend:

Managers, supervisors and staff responsible for managing client service.

Training Course Overview/Content:

Define customer relationship management to understand what it involves
Improve the way your clients perceive the service they receive
Handle complaints and problems using a model for service recovery
Learn from the experts to benchmark your own organisation against the CRM leaders
Highlight the moments of truth in service delivery, as they are perceived by clients
Understand the role of information systems in CRM
Empower and motivate customer service