Customer Service Managing Relationships

ICTD International Centre for Training and Development

How long?

  • 5 days
  • in person

What are the topics?

ICTD International Centre for Training and Development

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Reviews

Comprehensive course analysis

Unbiased reviews from past participants
Global companies alumni of this course worked for
Positions of participants who took this course
Countries where most past participants are from
FREE
Individual needs analysis
Order for $20.00

Who should attend

Managers and supervisors of staff in customer-facing roles, and those responsible for ensuring that the service level offered to customers is a positive differentiator for their company, which will help increase customer retention.

About the course

  • A clear focus on improving your company's business performance through better customer retention
  • You will be able to identify clear areas of improvement for your customer care team
  • A 'customer-centric' approach that will enable you to fulfil your customers' individual needs
  • You will have a better understanding of the detailed issues involved in providing top quality customer care to your customers

## Course Objectives

  • 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 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

## Course Outline

  • Role Of Customer Relationship Manager (CRM) In Creating A Competitive Edge
  • Understanding Differences Between Business-To-Business (B2B) CRM and Business-To-Consumer (B2C) CRM
  • Understanding Why The Happy 'Internal Customer' Is More Motivated To Provide Exceptional 'External Customer' Service
  • Calculating Customer Lifetime Value (CLV)
  • Identifying 'Perception Points' For Your Organization
  • Identifying Barriers To Providing Exceptional Customer Service
  • Understanding Customers' Changing Needs And Wants
  • The Key Steps Of Customer Service
  • Changing Times. The Impact Of Technology on CRM
  • Understanding Different Customer Feedback Mechanism
  • Identifying Queries, Questions And Complaints
  • Handling Unreasonable Requests Effectively
  • Creating An Exceptional Service Recovery Mechanism For Enhancing Customer Retention
  • Using Customer Feedback To Innovate And Stay Ahead Of The Game
  • Creating A CRM Dashboard - What Gets Measured Can Be Improved
  • Learning From Case Studies - The Best Practices In CRM
  • How To Create Customers For Life
  • How to deal with customer queries.
  • Common customer problems and complaints.
  • How to deal with problems and complaints.

Videos and materials

Customer Service Managing Relationships at ICTD International Centre for Training and Development

From  $3,300

Something went wrong. We're trying to fix this error.

Thank you for your application

We will contact the provider to ensure that seats are available and, if there is an admissions process, that you satisfy any requirements or prerequisites.

We may ask you for additional information.

To finalize your enrollment we will be in touch shortly.

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.