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With costumer confidence and customer loyalty, providing excellent customer service is no longer an added benefit. Customers who are not happy with the way they are treated are taking their businesses elsewhere. Customer loyalty can be your key to restoring customer confidence, which can keep your business afloat. Giving your customers an exceptional experience will bring exceptional results: your customers become a marketing tool for your business. This programme is highly participative and allows participants learn the art of effective customer service. This training is tailored at teaching you how to give exceptional customer service.

WHAT YOU STAND TO LEARN?
  • Free Installation and Training on EQMS Software
  • Key Skills for Quality Customer Service
  • Addressing Different Customer Behavioral Styles
  • Understanding Quality Service and Service Culture
  • Listening/Communication Skills
  • Dealing with difficult people
  • Customer Service in a Competitive Environment
  • How to get a win-win outcome with your customers
  • Identifying customers needs and requirements
  • How to create high customer loyalty through enhanced service
  • 7 C’s of Customer service
  • Identifying blocks to excellent customer service
  • Emotional intelligence
  • Turning complaints into opportunities
  • Effective telephone techniques

 

COURSE CURRICULUM

  • Customer Relationship Management Defined
  • Technology Does not equate Strategy
  • The Power of CRM
  • CRM Success Factors
  • CRM is Here to stay

  • Why call it the Customer Service/Sales Profile
  • The Three levels of Service/Sales
  • The Shape of your Customer Services/ Sales Profile
  • Pitfalls of the Customer Services/ Sales Profile
  • CRM and Your Profile

  • Sonija’s Contact Center
  • Maurice’s Food Brokerage
  • Managing initial or Stand-Alone transactions
  • Managing for Repeat Business
  • Managing for Customer Advocacy

  • Relationship Learning
  • CRM Strategy starting Points
  • Picking the Player
  • Preparing for Your First Meeting
  • The CRM Strategy Creation Meeting(s)
  • Identify Potential Strategies
  • CRM Strategy Selection

  • C Return to Your Strategies
  • Data vs. Information
  • Managing Customer Information- Database
  • Ethics and Legalities of Data Use

  • Where to Get the Data and Information
  • The Computer is Your Friend (but Not
  • Always Your Best Friend)
  • Believe It or Not

  • Problems – The problem with Problems
  • Service – Level Agreements Defined
  • Three keys to effective SLAs
  • Creating an SLA
  • Using SLAs to support Internal Customers Relationships
  • Making SLAs Work

  • CRM on the Internet
  • Choosing the Right Vehicle
  • Three rules for Success on the Road to E-Commerce
  • What does the Future Hold?

  • Managing the Moment of Conflict
  • “But ‘Nice’ Never Bought Me a Customer
  • What if the Customer is the Problem?

  • But They Love Me!
  • The Illusion of Complacency
  • Customer Needs Change
  • Make Parting Such Sweet Sorrow
  • Renew Your Vows

  • Ready, Set, Reset!
  • Phase 1: Are you hitting Target?
  • Phase 2: Does Your CRM Strategy Work for Your People?
  • Phase 3: Time for Change

  • Components of Relationship Selling
  • Creating Moments of Truth
  • Discover Customer Need
  • How to Connect with Customers

 

Course Curriculum

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  • 39,999.00
  • 2 Days
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