• Primary objective and benefits

  This workshop will help participants to:
  1. Enhance customer service by building an effective CRM.
  2. Optimize the CRM implementation through employee engagement.
  3. Acquire a real competitive advantage through innovation by developing better knowledge of clients and their needs.
  4. Learn and practice how to listen to your customer complaints and how to efficiently respond to them and solve their problems.
  5. Develop and apply character servicing techniques.
  6. Transform the difficult situations into positive actions.
  7. Turn standard services into memorable experiences through innovation.
  8. Stay ahead of the curve of customer service in a digital world.

Program Contents

• Module 1 -
  Client Relationship Management
  • What is CRM and why do we need it?
  • The 3 main pillars of CRM
  • The objectives of CRM strategy
  • The benefits of CRM
  • Out of the box customer service through CRM

• Module 2 -
  Excellence In Customer Service
  • Customer satisfaction and retention
  • The cost of losing a customer
  • Building a customer focused culture
  • The importance of life time value “LTV”
  • Creating an Experience Driven Culture

• Module 3 -
  Effective Communication Skills
  • The communication process
  • The barriers to effective communication
  • Types of communication
  • The art of questioning
  • Telephone skills and active listening

• Module 4 -
  Discovering Self And Others
  • Discovering the 4 personality types
  • Discovering your personality type (DISC)
  • Deal with the different personality types
  • Recognizing the strengths and weaknesses
  • The importance of first impressions

• Module 5 -
  Handling Customer Complaints
  • Why do customers complain?
  • Handling complaints process
  • Different types of complainers
  • Solving complaints creatively
  • 5-step problem solving model

• Module 6 -
  Innovation In Customer Service
  • 7 Customer Service Trends
  • Innovations improving customer service
  • Customer service in a digital world
  • Customer service innovation loop
  • Innovation and the customer experience