Customer Relationship Management

1. Course Overview

2. Course Content

  • Concept of customer service management
  • Evolution of customer service management
  • Understanding customer need and expectations
  • Dealing with difficult customers
  • Stepping into your customer’s shoes
  • Handling customers enquiries
  • Creating lasting first impression
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Active listening and taking notes
  • Identifying challenging customer request and responding assertively
  • Turning disappointment into delight
  • Management of customer complaints
  • Complain handling practices
  • Building customer relationship
  • Gaining commitments
  • Trust and loyalty
  • Customer care as competitive advantage
  • Value add and exceed customer expectations
  • Telephone techniques
  • Being proactive
  • Retain customer for long term
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