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Customer Relationship And Marketing Skills Management

0 person is attending    0 Views    Management    ₦105000   

OBJECTIVE:

Good customer services can be considered as the big differentiator between firms.  While products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustaining organization- wide effort, driven by the top and permeating all aspects of the organization culture.  The resulting customer – centric organization becomes a formidable competitor whose model cannot be easily copied.  In this workshop, we look at what it takes to build a customer centric organization.

 

CONTENT:

*Defining and Appreciating the Customer

· Definition of customer

· Definition of customer service

· The internal and external customer

*Importance of the Internal Customer

· The needs to motivate employees

· The needs for quality employees

· Silo mentality

· Destroying the silos

*Customer Services as a Strategic Imperative

· The customer centric organization

· Customer service as a strategic imperative

· The 7 practices of customer –centric organization

Customer Satisfaction Survey and Other Vital Tools

· Importance of segmentation

· Principles of customer segmentation

· Four groups

· Customer satisfaction surveys

· Customer complaints

· Service quality

*Customer Service Recovery

· Failures to happen

· The strategic initiative

· Tactical activities

The Balance Score card, KPIS and Customer Service

· Monitoring performance through KPI key performance indicator

· Impact of the customer perspective

· Characteristic of good KPIs

· Building customer services KPIs

 

FOR WHOM: Customer Service Managers/Staff, Sales Representatives, Admin Managers/Officers, Marketers, Supervisors, Team Leasers in various segments of the organization in both the Public and Private Sectors.

 

Training Methodology

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participants will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.



What you'll learn In this workshop, we look at what it takes to build a customer centric organization.
Seats Remaining 15
Venue Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor) Opposite Adekunle BRT Bus-stop, Yaba - Lagos.
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Starts On 12 Dec 2017
Ends On 15 Dec 2017
Registration Closes 12 Dec 2017



Trainer

Alpha Partners
Member since: 2 years ago
Alpha Partners is a staff training and development company headquartered in Lagos, Nigeria.

Pay ₦105000 for this Training

Training Cost ₦105000
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Total Cost ₦105000
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