Training Customer Relationship Management

Training Customer Relationship Management - Nigeria
  • Training Customer Relationship Management - Nigeria
Description :

Advanced Customer Relationship Management also in Lagos, Abuja

WHAT YOU STAND TO LEARN?
Key Skills for Quality Customer Service
Addressing Different Customer Behavioral Styles
Understanding Quality Service and Service Culture
Listening/Communication Skills
Dealing with difficult people
Customer Service in a Competitive Environment
How to get a win-win outcome with your customers
Identifying customers needs and requirements
How to create high customer loyalty through enhanced service
7 C’s of Customer service
Identifying blocks to excellent customer service
Emotional intelligence
Turning complaints into opportunities
Effective telephone techniques

COURSE OUTLINE: MODULE 1- CUSTOMER AND CUSTOMER SERVICE
Who is a customer, direct and indirect user
Internal and External Customer
The Term Customer Service explained
Getting it right - The overall package
Two dimensions quality Customer Service
Skills Audit

MODULE 2 - CUSTOMER IDENTIFICATION EXERCISE
External Customer identification exercise
Service Characteristics
Excellent and poor customer Service
Some facts about poor Customer Service

MODULE 3 - GOOD CUSTOMER SERVICE
Good Customer Service defined
What does good customer service mean
Fundamental Principles for delivering good customer service
Measuring or meeting our Customer needs
Adding value to customer service
Empowerment; Target of Empowerment - excellent customer service

MODULE 4 - CUSTOMER RELATIONSHIP MANAGEMENT
Relationship Learning
Teams & Relationship - Relationship learning and Stakeholders
Captive Customers - Captive Customers and Poor Service
Internal Customer reputation
Is Odling's tour ready?

MODULE 5 - CUSTOMER COMPLAINTS
Complaints explained
12 tips for resolving Customer Complaints
A Proactive view of customer complaints
Beware of Complaint Filtering
Typical idea killers

MODULE 6 - MANAGING CUSTOMER EXPECTATIONS AND COMPLAINTS
Customer Perception
Customer Expectations
Ways of categorizing Customers
SOME FACTS: Eliminating the 'BUT', Complaints LLOVE acronym, What's fair

MODULE 7 - DEVELOPING AN EFFECTIVE CUSTOMER SERVICE
Problems - The problem with Problems
Tools and Techniques - The SWOT analysis
The moral Lesson
GAP model for improving customer service

PortHarcourt Training Center: Suit 307 Emthel Mall, 1 Chinda Street Oginigba, Opposite West African Glass Port Harcourt

Abuja Training Center: Suit 103, 1st Floor New Water Plaza, 22 I. T. Igbani Street, Jabi District, Abuja

Lagos Training Center: 76 Ogunlana Drive Surulere, Lagos

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