By the end of this program, participants will be able to:

• To understand your role in achieving good customer relationship management with a customer and/or stakeholders
• To understand the key skills needed to carry out successful customer relationship management, in order to build more productive & mutually rewarding relationships with customers and/or stakeholders
• To be able to identify and respond to customers & stakeholders needs, expectations & issues that both meet their needs and protects the interests of your organisation
• To understand the skills to communicate with and influence customers & stakeholders

CONTENT

Customer Relationship Management

• What is CRM?
• Why organisations undertake CRM
• Features of good CRM

The Customer Relationship Management Role

• Your role and responsibilities in customer & stakeholder relationship management
• Building relationships with customers & stakeholders

Managing Your Customers' Needs & Expectations

• Understanding customer's & stakeholder's needs & expectations
• The four basic needs of customers, and how to identify them
• The moments of truth with customers & stakeholders - the 4 P's
• Understanding what your customers & stakeholders expect of you and your organisation, and managing customer & stakeholder expectations

Communication

• Communication skills of effective CRM providers
• Building relationships with customers & stakeholders
• Identifying and using non-verbal communication
• Identifying customers & stakeholders preferred communication styles, and adapting your communication style to influence them

Active Listening and Questioning Skills

• Use of questioning techniques to understand, establish & re-establish customer & stakeholder needs
• Objectives - Expectations - Motivations
• Developing empathetic relationships as a tool for effective influence

FOR WHOM:

Customer Service Staff, Customer Service Agents, Reception Staff, Administrators, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

DATE:

1ST BATCH:  6th – 9th October, 2020        

2ND BATCH: 13th – 16th April, 2021

THE COURSE FEE WILL COVER YOUR:

Tea/Coffee with snacks for breakfast, Lunch, Flash Drive & Training materials, Executive bag and writing materials, Group Photographs and Certificate.