21-10-2024 - 25-10-2024	3300	أبوظبي

Course Introduction:

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

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.

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.