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Customer Service and CRM
Understand, prepare, communicate, develop, maintain,...
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MG-01 |
| Days |
4 |
| PDH |
24 |
| Daily Schedule |
08:30 - 16:00 hrs |
| Certificate |
Yes |
| Instructor |
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About this course:
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Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for?
This four days workshop will help you in all of these areas, and more!. The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where you are now.
As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. The workshop sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.
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| Main learning objectives: |
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- Recognize that service delivery is an individual response value.
- Understand how your own behavior impacts the behavior of others.
- Develop more confidence and skill as a problem-solver.
- Communicate more assertively and effectively.
- Learn some ways to make customer service a team approach.
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
- Develop an understanding of the terms and benefits of CRM on a company’s bottom line
- Analyze the different components of a CRM plan
- Develop a checklist for readiness and success in CRM
- Develop an understanding of how CRM creates value for organizations and customers
- Consider developmental roles that have the greatest impact on CRM
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Course contents:
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Day 1
- Who Are Your Customers?
- Understanding and Meeting Expectations
- Your Self-Image
- Meeting Expectations
- Setting Standards
- SMART Goals
- Telephone Techniques
Day 2
- Communication Skills
- The Talkative Caller
- Dealing With Difficult People
- Steps To Problem-Solving
- Resolving Conflict
- Service PRIDE
- Acting Assertively
- Managing Stress
Day 3
- Who our customers are and what they expect
- Sustaining an individual level of engagement
- Communication skills
- Appropriate sharing
- Self-image & first impressions
- Effective leadership
- Situational leadership
- Developing your leadership style
- Managing employee engagement
- Developing a Service Management System
Day 4
- What CRM is and who it serves
- Checklist for success
- Requirement driven product selection
- Considerations in tool selection
- Strategies for customer retention
- Building the future
- Homegrown vs. the application service provider
- The development team
- Evaluating and reviewing your program
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| Who should attend this course? |
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| This course is prepared for all service employees who face and communicate with customers and for all service and customer relation managers. |
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| For course schedule and fees please see course schedule page |
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| Registration: |
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You can register by any of the following methods:
Note: Seat can only be secured after the full payment is received. However early registration is always encouraged.
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| Payment: |
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| Course fee includes course manuals, handouts, software, coffee breaks and lunch as applicable.
10% discount is provided for every extra delegate and for payment made at least 45 days before the event start date.
Fees shall be transferred to account:
0118-269412-3-510 (USD). Arab Bank PLC, Shmaisani Branch, Amman – Jordan
Beneficiary name: Najah Engineering Consultants L.L.C
Beneficiary address: PO Box 460382, Amman-11946, Jordan
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| Cancellation and Refund Policy |
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