Excellence In Building Customer Relationship Management Strategies
Course Code: PR03
►Course Objective
- To understand the components of successful customer care
- To know how to develop a plan for implementing effective customer care
- To understand how you, as a leader, can help to develop a ‘customer focused’ team
- To be able to assess your own, and your company’s performance, in the different levels of customer service
- To identify customer service barriers within your organization
- To improve the standards of service to your customers, by understanding their future needs and expectations
- To explore the ways you can ‘WOW!’ your customers – by ‘going the extra mile’
- To learn how to offer alternative solutions and successfully deal with unrealistic customer requests
- To understand why customers complain, and how to deal professionally with complaints
►Target Audience
- Managers
- supervisors of staff in customer-facing roles,
- those responsible for ensuring that the service level offered to customers
►Course Outline
Day 1
- The Key Role Of The Customer Relationship Manager (CRM) In Creating A Competitive Edge
- Understanding The Differences Between Business-To-Business (B2B) Customer Relationship Management (CRM) And Business-To-Consumer (B2C) Customer Relationship Management (CRM)
- Identifying Barriers To Providing Exceptional Customer Service
- Understanding Why The Happy ‘Internal Customer’ Is More Motivated To Provide Exceptional ‘External Customer’ Service
Day 2
- Identifying The ‘Perception Points’ Of Your Organization
- Detailed Analysis Of Your ‘Perception Points’
- Understanding Your Customers’ Changing Needs And Wants
Day 3
- The Key Steps Of Customer Service
- Calculating Customer Lifetime Value (CLV)
- Changing Times – The Impact Of Technology On CRM
- Understanding Different Customer Feedback Mechanisms
Day 4
- Creating A CRM Dashboard – What Gets Measured Can Be Improved!
- Identifying Queries, Questions And Complaints
- Handling Unreasonable Requests Effectively
Day 5
- Creating An Exceptional Service Recovery Mechanism For Enhancing Customer Retention
- Using Customer Feedback To Innovate And ‘Stay Ahead Of The Game’
- The Best Practices In CRM – Learning From Case Studies
- How To Create Customers For Life
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