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Code Date Venue Fees  
SM08 27 Jan - 31 Jan Houston $4750 Register

Course Overview

This effective and highly-recommended training 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.

The Customer Relationship Management training 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 requirement of your team.


Course Objectives:

By the end of this CRM Strategic Roadmap program, delegates will be able to:

  • To understand your role in achieving good customer relationship management with a customer and/or stakeholders
  • To understand the key skills needed to carry out successful customer relationship management, in order to build more productive & mutually rewarding relationships with customers and/or stakeholders
  • To be able to identify and respond to customers & stakeholders needs, expectations & issues that both meet their needs and protects the interests of your organisation
  • To understand the skills to communicate with and influence customers & stakeholders

Course Outline:

Customer Relationship Management

  • 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

Who Should Attend?

Individuals who seek to beat the competition by developing strong relationships with customers.


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.

 

Note
Customized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
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