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Customer Relation Management

This course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

Description

Course description

In customer-oriented business environment, people skills are critical for career advancement and organizational effectiveness. This course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

Learning Objectives 
 
You will establish the importance of setting and reviewing customer service standards, develop an understanding of internal and external customer expectations, communicate more effectively by utilizing active listening and questioning skills, demonstrate how to deal with difficult customers effectively, set SMART objectives and goals to increase daily productivity, and utilize stress management techniques to reduce tension.

 Upon Completion of this Course trainees will be able to:

  • Provide the service in excellence to the customers
  • Improve client retentions and leads 
  • Enhance the Word of mouth publicity for the organization 
  • Deal the difficult customers efficiently 
  • Communicate with the customers effectively 
  • Associate the responsibility towards the customer and quality of the service


Course Topics

  • Introduction to customer service
  • Understand  the  importance  of  customer  service  in  this  competitive  business environment
  • Four elements of customer satisfaction-­‐ perfect product, caring delivery, timeliness and an effective problem resolution
  • Foundations of customer service-­‐ Empathy, honesty, integrity, authenticity and love
  • Acknowledge  the  challenge,  frustration  and  problem  of  a  customer,  provide  an effective service delivery
  • Lessons of body language
  • Language of leadership
  • Building the rapport with the customers by mirror and match technique

 Targeting Audience

This course is for frontline customer representatives, team supervisors, team department managers, field service representatives, site supervisors, client acquisition team, security guards who are exposed to customers, business development executives and any customer oriented service team members.

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