Certificate course in CRM

  • Duration of the course: 6 Days
    Fees: INR 4000 / $ 80 / AED 250

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

Peter Drucker

We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year.  There are times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted.  We should not – giving top quality Customer Service is an art form.

Customers love and cherish companies that treat them the way they (the customer) want to be treated.  People are now prepared to pay more for good service.  So the providers of the good service – YOU – are gems beyond price these days.

Whatever your reasons for considering this course, we can promise you that you will get even more than you might have thought from its contents.  You will most likely pick up things you might not have considered before, or even been aware of – CRM for example!

This course will focus on these topics:

  • A Customer Centered/Focused Organization
    How important is good customer service really? The evolution of Customer Service, TQM, Perceptions, The ‘Hot Button’ of the ‘90s
  • Taking an honest look at your own customer service
    Your current customer service profile, Self-evaluation – honestly! How does your company rate? Protocols, How do you & your company deal with Feelings?
  • Your company’s Customer Service focus
    In-focused, Customer-Focused, The 3 Basic Elements of Excellent Service, Are you friendly to customers? Customer Friendly Reflections, Expanding your understand of your Company’s Definition of Service
  • Developing a Winning Customer Service Strategy
    What are your current Customer Service Strategies? Key Strategies, Top Down Approach, Actually using the Feedback you ask for, Know thyself & it shall be true! The creation of client centric practices, The sheer economic necessity of Top Customer Service
  • The “Plus’s” of exceptional Customer Service
    Critical success factors, Consistency, Criteria, Recognizing Excellence/Reward & Recognition Factors, Awareness, Education
  • The WOW Customer Service Training & Service Excellence
    The wisdom of choosing appropriate training, Brainstorming & Problem Solving Customer Service Enhancers, TIPS – The Coaching Approach, The Listen & Learn Approach
  • Which is the way to go: Surveys/Questionnaires, Interviews or Focus groups?
    Surveys, Questionnaires, Interviews, Focus Groups, Who should conduct or run them? Which one should you use? HOW TO prepare a Top Customer Service Survey
  • Acquiring Customers & Keeping Them
    Put yourself in the customers shoes, What does my customer actually want? Standards – making, measuring & managing, What you can measure you can manage, Reinventing your processes to suit the customer, Quality Groups What NOT to Do if you want to keep your customers
  • Those ‘Extras’ & Miscellaneous Factors
    Body Language, It’s How You Say It that really counts, Your computer isn’t always your best friend, The differences between data and information, The 2 E’s – Ethics & Espionage
  • When the Going Becomes Rough – What to Do!
    When you need to say NO and how to say it! Seeing Red and Dealing with It! Take the Initiative and Bounce Back
  • Working in the World of the WEB!
    The Internet has changed the rules & HOW! Automating the personal touch? Clicking with your Customers, Developing Trust & Loyalty – online, Customer Acquisition, Some rules for staying on the road to Success with E-Commerce
  • CRM – It’s not just an Option – It’s here to STAY!
    Exactly what is CRM? Is it the Latest & Greatest? How do we use it? Automating the personal touch, Defining the technical requirements, Choosing the right CRM tools, The amazing power of CRM, The correct CRM program for you, What defines success with CRM?
  • Customer Service Management Options of the Future!
    People Orientated? Technology Orientated? Strategies, How to best organize Customer Service for the future

COURSE OUTLINE

MODULE I

  • Lesson 1 : A Customer-Centered Organization
    Customers appreciate and respect companies that treat them the way they wish to be treated, as opposed to the way most companies actually treat them
  • Lesson 2 : Taking an Honest Look at Your Own Customer Service
    Now is the time for you to be really honest with yourself about your individual level of customer service, and that of your company.
  • Lesson 3 : Your Company’s Customer Service Focus
    It does not matter whether your company is small, medium, large, or megasized. It does not matter whether it is local or international. It does not matter what field it is in: technology, heavy industry, public sector, or manufacturing.
  • Lesson 4 : Developing a Winning Customer Service Strategy
    You have just been asked to come up with a plan for improving customer service at your organization. Are you uptight, nervous, or uncomfortable? Are you frightened — or just plain terrified?

MODULE II

  • Lesson 1 : The Benefits of Exceptional Customer Service
    How we relate to fellow staff members several levels removed can often have a rolling effect, which affects how we relate to customers, and vice-versa.
  • Lesson 2 : The Wow Factors of Customer Service Training
    Whatever the concepts and ideas you and your company come up with, and whatever improvements occur on the customer service front, the fact is that customer service staff members need ongoing support.
  • Lesson 3 : The Way To Go: Surveys, Questionnaires, Interviews, or Focus Groups
    Having a customer-focused company means that you should have a thorough knowledge of what your customers want and expect from your organization. You need to be able to evaluate how well you are meeting desires and expectations.
  • Lesson 4 : Acquiring Customers and Keeping Them
    Everyone’s needs are constantly changing. This is true for people, small businesses, mega-organizations, and governments.

MODULE III

  • Lesson 1 : Extra Considerations and Miscellaneous Factors
    If, when we first went into business, we considered all the concerns and challenges that would be involved, we probably would never do it.
  • Lesson 2 : When the Going Becomes Rough, Here Is What to Do
    No one, including customers, likes to hear that word, “No.” Most people absolutely loathe it. We all prefer to think people can do what we want, when we want it, and how we want it.
  • Lesson 3 : Working in the World of the Web
    The Internet, a project that started as a means of keeping communication channels open and sharing information, has come a long way since its inception in the 1970s.
  • Lesson 4: CRM Is Not an Option; It Is Here to Stay
    CRM, or customer relationship management, is the methodologies and tools, including online customer service technology, that help businesses manage customer relationships and deliver superior customer service.
  • Lesson 5: Customer Service Management Options of the Future
    Never say never, as the old saying goes, but time and time again people do. Time and time again they are proved wrong.

For registration contact nearest branch of IIAP. Contact Us