Management Skills workshop Toronto .

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Customer Relations training

Duration: 1 Day (10 am to 5 pm with one hour lunch break)

Cost: $ 799 + HST

Course Outline

In fiercely competitive markets where products and services are similar, putting the customer first is a sensible strategy for building the business. Satisfied customers return and tell others. Most businesses intend to provide good service but this is not easy to achieve in practice.

Course Objectives

This Customer Relationship Management training course challenges delegates to address these issues in a practical way that clarifies the relationship between customer care and overall business strategy.

Course Content

Achieving Sustainable Competitive Advantage Through Customer Relations Management

Backgrounds and Benefits

Some Startling Statistics
What Customers Expect
Why Retaining Customers is Harder Than Ever

Who Are Your Customers?

Assessing Your Own Customer Relationship Performance

The 10 Characteristics of Your Service
People and Systems
Using Gap Analysis
Getting Down to the Detail

The Common Causes of Failure and How to Avoid Them

Implementing a Customer Relations Programme

Planning the Strategy
Total Management Commitment
Knowing Your Customers
Standards of Service
Staff Requirements
Keeping it Going

The CRM Champion

Motivating People to Care for Customers

Measuring Customer Satisfaction

The Problems and The Solutions
Designing a Customer Satisfaction Survey

Dealing With Customers Face to Face

The Essential Skills and Attitudes
Knowing How to Respond and Handling Complaints

Deciding What Training Is Needed

The Importance of Team Work

Action Planning

Course Prerequisites

There are no prerequisites for this customer relationship management training course

For more information on above cource, please call us at 647-271-3330 or e-mail to support@train4career.net