This course will help you introduce the different facets of Customer Relationship Management (CRM) to participants. It will also help you teach them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.
This course will help you teach participants how to:
- Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
- Analyze the different components of a CRM plan
- Develop a checklist for readiness and success in CRM
- Describe how CRM creates value for organizations and customers
- Consider developmental roles that have the greatest impact on CRM
- Customer Relationship Management
- What CRM Is and Who It Serves
- Checklist for Success
- Requirement Driven Product Selection
- Considerations in Tool Selection
- Strategies for Customer Retention
- Building the Future
- Homegrown vs. Application Service Provider
- The Development Team
- Evaluating and Reviewing Your Program
- Workshop Wrap-Up
While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
Specific learning objectives include:
o Demonstrate a customer service approach
o Understand how your own behavior affects the behavior of others
o Demonstrate confidence and skill as a problem solver
o Apply techniques to deal with difficult customers
o Make a choice to provide customer service
Topics covered in this course:
- What is Customer Service? - the six elements of customer service and customer service focus.
- Who Are Your Customers? - internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
- Meeting Expectations
- Setting Goals and Targets
- What your organization expects of you, and how to ensure that those standards line up with what customers expect.
- Why customer service must be a philosophy that is practiced by all employees.
- Communication Skills
- Telephone Techniques
- Dealing with Difficult Callers
- Dealing with Challenges Assertively
- Dealing with Difficult People
- Dealing with Conflict
- Problem solving - Seven Steps to Customer Problem Solving
- Measuring customer service.
- Reinforcing customer service
- Dealing with Stress