Outstanding Customer Relationship Management

Devising and implementing appropriate strategies for customer management and effective communication will result in the creation of value for customers, achievement of company’s strategy, goals, and competitive advantage in the market place.

The course is structured to provide participants with the essential tools for not only achieving breakthrough service, but also laying the foundation of an innovative, dynamic work culture tailored to the exacting needs and demands of the clientele. The focus is on managing customer expectation, delighting the customer, effective relationship management and understanding the barriers to delivery of outstanding customer service.

• Role of Effective Communication in Customer management
• Maintaining and updating database to aid effective communication
• Creating and Communicating Value
• Barriers to Value Creation
• Best practices around the World
• Telephone techniques
• Handling objections and complaints Scenario (case study discussion)
• Video Presentation
• Monitoring of complaints and compliments
• Action Guides for Solving Problems and taking Corrective Action
• Monitoring Customer Satisfaction

Individuals from medium-sized businesses, NGOs and large corporates who have customer facing functions with at least two years experience in a customer service role, serving end consumers, retailers and other end consumers.

Understanding customer service philosophy and the benefits of customer retention and customer life time values.

DATE:

CGFL06,Ground Floor Cancer Block, Eleganza Building 1, Commercial Road, Apapa Lagos.