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This course lays special emphasis on focusing on customer relationships and prioritising ‘Customer care’ in the functioning of all areas of an organization. The modules cover an in-depth analysis on Customer Relationship Management, Level of Customer Service in the organisation and Customer Focused Solutions. The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.


Course Objectives:

By the end of this programme participants will be able to:

  • Build a company that will keep those customers they worked so hard and spent so much money to get
  • Learn the three ways to grow a business: acquire new customers, sell more to existing customers or keep your existing customers for longer
  • Be able to excel in the strategy that makes the most sense – customer retention
  • Learn and propagate that the best way of ensuring your customers stay with you for the long haul is to become customer driven

Course Outline:

  • Lesson 1 is to make sure everyone understands why customer retention is Number 1 Without this common understanding your staff will not understand why keeping your existing customers is crucial to your business success and why, therefore, your organisation must become customer driven
  • Lesson 2 is to create the right culture Your company culture reflects the kind of company you want to run, what your organisation stands for, and the kind of experience you want to create for both your customers and your staff You cannot expect that people will understand the importance of putting customers first, of being committed to delivering the solutions customers need, of learning as much as they can about their customers and of using this information to change the way they run their part of the business, all by themselves
  • Lesson 3 in becoming customer driven is to sell what your customers are buying Because your customers do not want your products and services but rather the value they can extract from them, you must make creating superior customer value the main focus of your business Successful businesses understand the value their customers are seeking
  • Lesson 4 You cannot create value for your customers by sitting on the side-lines The aim must be not to satisfy your customer, but to make them successful To do this you must get to know your customers You also need to train your staff to think like your customers and to see the world through your customer’s eyes
  • Lesson 5 Inefficient processes cause customers to be disappointed and create waste Both of these are very expensive for your company Many companies fail to deliver the service they promise because their processes are not effective or efficient Many others try to lower their operating costs by slashing budgets and staff numbers while running inefficient processes that produce large amounts of waste
  • Lesson 6 in becoming customer driven, is to get the right people doing the right things Who should you be recruiting? How should you handle them once you have hired them? What is the best way of maximising their performance? The way an organisation is structured will have a great bearing on how well people do the right things – even if they are the right people to begin with Organise people into mini business units.
  • Lesson 7 to becoming customer driven is to create an OUT OF THIS WORLD customer experience. This Lesson outlines the minimum you must provide in the way of customer care, and it is really the first Lesson in making it happen. It is the change that your customers will notice first In spite of your best efforts, things will sometimes go wrong.
  • Lesson 8 is to manage your relationships with your key customers. You have gone to a lot of work to capture your customer’s attention and to create a great experience for them so it would make good sense to have an on-going relationship with them. The stronger the relationship, the better the chances they will continue placing their business in your hands.
  • Lesson 9 Because your customers’ expectations are always increasing, and because your competitors are always improving, the best approach to finding a better way is to listen to your customers, review the data from your processes and then use a formal problem solving method. Make sure you involve your staff If they work as a team, they will be able to use their expertise to find new and better ways of doing things.
  • Lesson 10 is change! Your job is to both lead and manage the change process, for that is what it is, a process. If you follow the basic principles for managing change outlined in this Lesson, you can transform your company into a customer driven one. Your customers, your staff and your company’s shareholders will all see the benefits as a result.

Who should attend?

Managers, team leaders and team members in the ‘Customer Care’ industry.


General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
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