Customer Relationship Management (CRM)

To provide delegates with the opportunity to review their understanding of customer service, its application and effect on customer satisfaction and market share. 

Upon completion of the course, delegates will be able to:                                                                       

• Understand customer awareness philosophy
• Identify the key elements of service
• Recognise the benefits of a customer driven operation
• Display enhanced awareness of operational standards
• Undertake measurement of customer satisfaction.
• Demonstrate understanding of customer relations management

Supervisors, Team leaders, Administrators, Secretaries and frontline customer service staff.

• Welcome, objectives and introductions
• Managing customer relations
• Customer awareness philosophy
• Reasons for developing service awareness
• What is service?
• Developing a culture of customer driven systems
• Who are our customers? What do they want?
• Setting customer service standards
• Service quality issues
• Creating a customer awareness task force
• Managing the internal customer
• Working together as a team
• Training for customer service                                              
• Managing difficult customers
• Measuring customer satisfaction
• Implementing the strategy
• Review of course
• Action plan

• The Training lectures.
• The Group discussions.
• The Training Workshops.