Customer Relationship Management — Art of Customer Retention

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“Retaining an old customer is far more difficult than acquiring a new customer. Therefore, it is important for us to understand the tools to make our existing customers delighted!”

By Dr Kamal Kenny

PhD in Gender Development • Master in Science • Degree in Social Science • PSMB TTT Exempted • HRDF Claimable

Request for In-house Training	N/A for public program
kamalkenny@gmail.com	Call +6012-363-5916

Introduction

Effective Customer Relationship Management (CRM) Determines Quality Service

What is quality today may not be quality tomorrow: A high quality product today may have an advantage in the market but in the future, it will be expected in all similar products.

It is no doubt that the quest for quality is here to stay in today's industry. Clients will not tolerate second class services any longer and good client service management is essential for client retention. This workshop will also discuss pertaining issues like leadership styles and how it has an impact on deliverance of service. Participants will be given case studies to discuss and there will be role plays and simulation exercises throughout the workshop.

Course Objective

The objective of this training is primarily to address concerns regarding

• To implement Customer Relationship Management (CRM) strategies
• To attract and retain customers
• To increase efficiency; and minimize costs at workplace
• To understand and apply concepts of customer loyalty & brand loyalty
• To acquire information and processes in understanding customer requirements and measure customer satisfaction

This 2 days training has been divided into 2 levels of training which integrates all these concerns and will the focus on cases and scenarios.

Course Outline

What is effective customer relationship management?

In this session, discover what effective CRM is. Participants will also have an insight on how integrated communication should be in every aspect of an organization to ensure the highest level customer care is achieved.

Communication Barriers: How it has an influence in CRM?

Participants will analyse how different communication barriers have an impact in the deliverance of good client management.

Cultures: Are customers the victims?

Discover how organization cultures have an impact in the deliverance of service and how this has an impact on good client management skills. Participants will be given case study to analyse in this session.

The Principles of Customer Relationship Management Service: The Art of Client Retention

In this session, participants will be taught on the principles of client management service and how it can be applied in today's industry to ensure that client retention is maintained at all times. Participants will also have role play in this session to ensure there is a clearer understanding of the principles.

Understanding components of Interpersonal Communication: Let's Close the Business Deal

Discover how different types of interpersonal skills have an influence in Customer Relationship Management skills. Participants will be taught how to respond to emails, engage correctly in face to face communication and how to effectively communication over the telephone with a client in the deliverance of high client service. Participants will be given role plays in this session.

Looking from the Clients' Perspective

In this session, discover the importance of looking from the other side and why it is important to take each complain made by the client constructively. Once, one is able to comprehend a problem from the other side, than he/she can guarantee to see a satisfied client.

Why the Need for Diversity for Business Negotiation?

If the employees themselves are stressed and carry a negative attitude, this filters down very badly on the clients. In this session, discover why there is a need for diversity for employees in general to have a positive work attitude. Participants will also have an insight on how the right attitude should be in every aspect of work to ensure the highest level of satisfaction for clients.

Customer satisfaction & Brand Loyalty - Moving Forward

Participants will learn the importance of identifying customer satisfaction and ensuring there's brand loyalty for each customer.

Methodology

Workshop will include lectures, role-play, case study and simulation activities.

Request for Quotation Now

	Call: +6012-363-5916
	E-mail: kamalkenny@gmail.com