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Customer Relationship Management (CRM)

ID
1238
Course Code
GICWS014
Title
Customer Relationship Management (CRM)
Category
Interpersonal Communication and Customer Service
Date
24-28 March
Location
Rome
Country
Italy
Fees
4950 $
Desc

Course Objectives:

 

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 managemen

 

Course Outline:

                                   

                                   

-          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

-          Training for customer service                                     

-          Managing difficult customers

-          Measuring customer satisfaction                                            

-          Implementing the strategy

-          Review of course

                                      -          Action plan                                                                

 
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