Customer Relationship & Services Management



By the end of this course, participants will:
    •    Understand what customer service means in relation to internal & external customers
    •    Recognize how one's attitude affects service standards
    •    Master ways to develop & maintain a positive, customer focused, attitude
    •    Develop needs analysis techniques to better address customer needs
    •    Learn outstanding customer service techniques to generate return business
    •    Learn techniques for developing good will through in-person customer service
    •    Learn take away techniques for service excellence over the phone
    •    Master techniques for dealing with difficult customers
    •    Acquire tools for recovering difficult customers
    •    Help an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and         generate quality leads for the sales team.
    •    Assist the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and         streamlining existing processes (for example, taking orders using mobile devices)
    •    Allow the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits;         identifying the most profitable customers and providing them the highest level of service.
    •    Provide employees with the information and processes necessary to know their customers understand and identify customer needs and         effectively build relationships between the company, its customer base, and distribution partners.

Foreword:
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with consistently exceptional service. In order to achieve this it is important to ask yourself some questions:
    •    Does your staff have the right skill sets to deliver exceptional customer relations?
    •    Currently how do they develop good customer relationship skills?
    •    Is there a plan to continuously improve customer relationship?
    •    Is the voice of the customer given the necessary priority?
    •    Is there customer service satisfaction?
    •    Can they communicate and listen effectively to uncover the customer’s true needs?
    •    Do they understand the importance of internal customers?
Prospects are converted into customers by good sales techniques. But what converts new customers to repeat customers is customer satisfaction, which can only be achieved by exceptional customer service.
This Customer relationship & Service Training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

                                        Customer Relationship & Services Training Course outline


Introduction to sale Techniques
Professional salesmanship
Self-motivation
Personal Branding


CRM top of the management agenda
Long-term forces
Barrier to success


Strategic framework for CRM
    Strategy development
    Value creation
    Channel & media integration
    Information management
    Performance Management

The strategic development process
    Development of business strategy
    From business strategy to competitive strategy
    Implementation and the importance of customer strategies

Value creation process
Building the value proposition for target customers

Establishing your Attitude
    •    Appearance counts! (even if not in person)
    •    The power of the smile
    •    Staying energized
    •    Staying positive

Identifying and Addressing their Needs
    •    Understanding the customer's problem
    •    Staying outside the box (not jumping to conclusions)
    •    Meeting basic needs

Going the extra mile
Generating Return Business
    •    Following up
    •    Addressing complaints
    •    Turning difficult customers around

In-Person Customer Service
    •    Dealing with at-your-desk requests
    •    The advantages and disadvantages of in-person communication
    •    Using body language to your advantage

Giving Customer Service over the Phone
    •    The advantages and disadvantages of telephone communication
    •    Telephone etiquette
    •    Tips and tricks

Recovering Difficult Customers
    •    De-Escalating anger
    •    Establishing common ground
    •    Setting your limits
    •    Managing your own emotions

Understanding when to Escalate
    •    Dealing with vulgarity
    •    Coping with insults
    •    Dealing with legal and physical threats

Personal Grooming techniques
    •    Personal hygiene
    •    Dressing management
    •    Color theory
    •    Smart characters
Allowed participants: 20