Customer Relationship Management Training

Customers are the most important aspect of any business. In-fact businesses exist because of customers. In today’s competitive world, where customers have multiple choices, the challenge is all the more difficult.

It implies that we need to serve customers with increased focus and sensitivity. This is customer centricity. This helps in creating a positive image to the customer and also in differentiating the organization from other competitors.

This programme seeks to address this issues in detail and tries to find ways to increase customer centricity and focus, to achieve higher customer satisfaction and increased employee morale.

Objective of CRM Programme:  

• To increase customer focus and customer centricity among employees dealing with customers.

• To develop service attitude among employees.

• To teach them the importance of customer satisfaction and give them basic inputs on CRM

• To help them improve their communication skills by correcting their language and attitude towards internal and external customers.

• To motivate them by giving them behavioral inputs for self development & learning.

• To give right inputs to deal with personal and work related stress and also to help them manage anger.

Contents:

Day –I

• Knowing my customer – Importance of Customers, Customer Centricity

• Poor Service – A silent killer, Service Reputation, The moment of truth, Recovery

• Service Attitude -Positive Attitude – Changing Attitude,

• Handling Difficult People

• Effective Communication & CRM – Importance of Communication, Effective Communication, What makes Communication Effective? Who is an Effective Communicator?

• Assertive Communication

• Negotiating with Customers

Day – II

• Conflict Management

• Importance of Body Language – Language of Body, Eyes, Voice Modulation, Gestures, Postures etc

• Listening Skills – Importance of Listening, Process of Listening, Listening & Hearing.

• Using Correct Language: Talking to Seniors, Juniors, Colleagues, Motivating Others & Building Relationship Skills by Correct Language.

• Telephonic Talk & E-Mail Etiquette

• Stress Management & Anger Management

• Service Stories & Cases

Methodology

Highly interactive sessions with individual attention and inputs. Story telling, Experience sharing, Participation, Role-plays,  Exercises etc.

Course Material

Course material will be provided for the programme.