At the end of this course, the participants should be able to
• Apply CRM techniques
• Manage customer experiences
• Provide outstanding customer service
• Deal with customer complaints and suggestions
• Plan to manage customer’s relationships and experiences

Definition of the CRM System and its Importance

• Principles and definitions CRM system
• Benefits of implementing a CRM system
• CRM techniques and operating mechanism

Manage customer experiences

• The concept of the customer and its importance.
• The concept of managing customer experiences.
• Customer Experience Management Objectives.
• Means of communication to benefit from customer experiences.
• Managing customer experiences.
• Steps to measure the customer experience.
• Customer centric and the importance of maintaining it.
• The Seven Principles of Happiness and Customer Service.

Excellence in Customer Service

• Service Excellence concepts and its development.
• Standards of service excellence.
• Outstanding service requirements.

Customer satisfaction and importance

• Definition of customer satisfaction
• The importance of customer satisfaction
• The importance of measuring customer satisfaction
• Reasons for measuring customer satisfaction
• Customer satisfaction measurement mechanism
• Factors that help gain customer satisfaction
• Maintain your existing customer base and gain their satisfaction
• Increase new clients

Deal with customer complaints and suggestions

• The concept of complaints
• The importance of customer complaints
• The main causes of complaints
• Reasons for losing a customer
• The role of the organization management in dealing with customer complaints and suggestions
• The employee's role in dealing with customer complaints and suggestions
• Why do we have to be grateful for customer complaints?
• Why should we encourage complaints?
• The importance of training and support to reduce customer complaints
• How can customer complaints be reduced?
• Code of conduct for handling customer complaints
• Dealing with different styles of clients
• How to prepare to address customer objections

Significant transformations in CRM

• Important shifts in customer relationship management
• Customer evaluation
• Data focused on customer relationship management
• Information exploration - building an information data base
• Reasons for the failure of the CRM project
• Dealing with Customer policies
• Customer relationship management strategy

• Customers Orientation
• Analytical Thinking
• Understanding The Customer
• Analysis of Customers’ needs and wants
• Customers Complains Analysis and Management
• Customers Value Management
• Selling
• Marketing

This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:

• Practical, relevant case studies
• Group activities and workshops
• Related role plays
• Experiential learning
• Brainstorming
• Stimulating mental activities
• Engaging team competitions
• Suitable training Videos
• Presentations
• Self–assessments
• Learning with Simulations and Games

Current and new employees in customer services, sales, marketing and for managers, supervisors, administrators who will benefit from better skills for customers care and retention.