| COURSE TITLE | OVERVIEW |
| Customer Experience and Key Account Management | Managing relationships with customers has become a critical organisational competency. Is not only CRM but customer experience (CE) is also is crucial as the move to another organisation is nothing more than a mouse click and a minute away. Nowadays, organisations are facing challenges to take customer experience initiatives to the next level.The role of Customer Relationship Management (CRM) is to ensure that each first-time customer becomes an on-going customer, especially in an increasingly technology-enabled and connected world, customers are in control. Their expectations are rising and their behaviour is changing – they interact with brands and images, and much more widely and in radically different ways.
Participants will also learn how to manage their key accounts; protect and develop a closer relationship with their most valuable customers. |
| Customer Relationship Management (CRM) | Today, organisations are facing an aggressive competition and they have to make efforts to survive in a competitive and uncertain market place. Organisations have realised that managing customer relationships is a very important factor for their success. Customer relationship management (CRM) is a strategy that can help them to build long-lasting relationships with their customers and increase their profits through the right management system and the application of customer-focused strategies. |
| Call Centre – Managing Effectively | Managing the emotions of customers is arguably a critical skill when working in call centres. This training course will provide delegates with a better understanding of how to read customers, address their needs and how to best use resources within a call centre. |
| Complaint Management | Customers’ expectations are continually rising and with the rise in social media, customers are becoming more aware and vocal in expressing their dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management course provides participants with practical tools and techniques on how to manage complaints and turn complaints into opportunities. |
