Customer Relationship Management
COURSE DESCRIPTION
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.
The Customer Relationship Management course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
What Topics are Covered?
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
What’s Included?
Instruction by an expert facilitator
Small, interactive classes
Specialized manual and course materials
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