Customer Service Managing Relationships

ICTD International Centre for Training and Development

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ICTD International Centre for Training and Development

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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

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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.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

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

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