Putting the customer first is one of the most valuable strategies for building a business. Satisfied customers become repeat customers and often increase their spending; they are also the best source of word-of-mouth referrals. There is no better salesperson than a loyal customer.
Our Customer Relationship Management course will teach you how to refocus your business to concentrate on your customers to build long lasting relationships that allow you to beat the competition.
This Customer Relationship Management (CRM) Certification Training Course is ideal for:
- Customer Relationship Managers
- Any individual who uses the CRM – Customer Relationship Management System
- Customer Service Representatives
- Customer Service Executives
- Sales Support Representatives
- Business Development Executives
- Receptionist
- What is CRM?
- Why organisations undertake CRM
- Features of good CRM
- The Customer Relationship Management Role
- Your role and responsibilities in customer & stakeholder relationship management
- Building relationships with customers & stakeholders
- Managing Your Customers’ Needs & Expectations
- Understanding customer’s & stakeholder’s needs & expectations
- The four basic needs of customers, and how to identify them
- The moments of truth with customers & stakeholders – the 4 P’s
- Understanding what your customers & stakeholders expect of you and your organisation, and managing customer & stakeholder expectations
- Communication
- Communication skills of effective CRM providers
- Building relationships with customers & stakeholders
- Identifying and using non-verbal communication
- Identifying customers & stakeholders preferred communication styles, and adapting your communication style to influence them
- Active Listening & Questioning Skills
- Use of questioning techniques to understand, establish & re-establish customer & stakeholder needs
- Objectives – Expectations – Motivations
- Developing empathetic relationships as a tool for effective influence
NGN 75,000
5 days
