• The Sales, Marketing, customer care Skills Training program is designed for individuals who want to gain a thorough understanding of the principles and practice of marketing and sales.
• Ideally suited for sales and business development executives, this course offers a superb grounding in the practice of these two disciplines.
• Sales, Marketing, customer care are important skills which allow you to engage with all types of people and buyers.
• Marketing provides you with the skills to increase brand awareness, develop your target market, as well as create the necessary leads and enquiries through targeted marketing campaigns.
• The key to success in any business is sales and during the course there is a strong focus on developing your sales skills, so that you can apply what you learn to your current position.
• Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
• Build a customer focused culture

By the end of the program, participants will be able to:

• Explain the vital role of a customer complaints management system in enhancing organizational performance.
• Implement a customer feedback system that will maximize customer satisfaction and retention.
• Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication.
• Develop relevant Key Performance Indicators to assess and audit complaint systems.
• Improve existing systems and benchmark against world’s top complaints handling standards.

Introduction to Understanding Your Customers

• Interesting Facts and Figures
• Customer Retention
• The Principal Foundation of Retaining and Developing Our Customer Base
• The PRIDE Model for Understanding Customer Needs
• Service Mix Elements
• The Service Quality Model and Service Gaps
• Managing Customer Expectations

Introduction to Complaints Management

• “Customer Complaint” Definition
• The Importance of Complaints
• Customer Satisfaction and Customer Loyalty
• The Kano Model
• The Danger of Ignoring Complaints 
• Levels of Complaints
• Complaints Handling: Process and Behavior
• Sources of Customer Complaints
• Dealing With Customer Complaints

Complaints Management Standards and Complaints Handling Process (CHP)

• Complaints Management Standards - Background
• ISO 9001 Process Model
• ISO 9001 and Requirements for Complaints Management
• Essential Elements of a Complaints Management System
• ISO 10002:2008 Guidelines for CHP
• Scope and Guiding Principles
• The Complaints Handling Policy
• Responsibility and Authority
  • Top Management
  • Management Representative
  • Other Managers
  • All Personnel in Contact with Customers
  • All Other Personnel
• Planning and Design
• Objectives
• Customer Satisfaction, Linkages and Alignment
• Resource Requirements
• Competency Requirements
• Essential Elements
• Receiving, Recording and Tracking
• Assessing, Investigating and Closing
• Operation and Communication
• Maintenance and Improvement
• Management Review

Assessing and Monitoring a Complaints Management System

• Quotes on Measures
• Metrics, Measures and KPIs
• Where Key Performance Indicators (KPIs) Come From
• Some Organizational Key Result Areas (KRAs)
• Criteria for ‘Good’ KPIs
• Analysis of Complaints: Root Cause Analysis
• Prioritizing Problems
• Finding Effective and Efficient Solutions

Improving customer service standards

• Showing your customers you are serious about providing customer service excellence
• Resolving customer service challenges positively
  • The six hats problem solving approach
  • Shifting perceptual positions
  • Resolving complaints, disputes and conflict
  • Role modeling top performers in customer service.
• Moving closer to the customer - rapport skills to build better relationship

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session