Course Details
Your Growth, Our Mission
Course Description
Becoming customer centric is one of the most important aims of any organization. It refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.
Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence.
The Training Course Will Highlight ?
This course gives customer service professionals the communication skills, technology tools and motivation they require to build strong customer relationships and develop a customer centric organization.
- Develop a strategy to build a more proactive, customer centric organization
- Analyze and implement the best practices of world-class customer centric organizations
- Utilize interpersonal skills as vital tools in the provision of customer service
- Measure and assess how well customer service standards and objectives are being achieved
- Enhanced communication, persuasion and conflict resolution skills
Training Objective
This course gives customer service professionals the communication skills, technology tools and motivation they require to build strong customer relationships and develop a customer centric organization.
- Develop a strategy to build a more proactive, customer centric organization
- Analyze and implement the best practices of world-class customer centric organizations
- Utilize interpersonal skills as vital tools in the provision of customer service
- Measure and assess how well customer service standards and objectives are being achieved
- Enhanced communication, persuasion and conflict resolution skills
Target Audience
Delegates encouraged to attend include: oil industry managers who are new to the downstream marketing business, recently appointed staff who intend to pursue a career in oil products marketing and managers from companies that are considering entering the oil marketing business.
This course is ideal for use as part of an induction program for new staff or for bringing managers who are transferring disciplines up to speed with the whole area of oil products marketing. It will also appeal to managers who want to bring new perspectives and ideas to their marketing businesses although it is not aimed at existing experts in oil products marketing.
It will also be very relevant to existing marketing, planning, finance, commercial development and technical staff in the downstream sector of oil companies who wish to expand their knowledge across product or market boundaries.
Training Methods
Daily Agenda
Fundamentals of oil products marketing:
- Market structures – from suppliers to end users
- Market dynamics – technology & other trends, regulations & other influences
- Customers and distribution channels
- Competitive environment
- Economic drivers
Adding value through marketing:
- Role of marketing in the organisation
- Marketing strategy & marketing planning
- Customer & end user segmentation
- Product & service differentiation
- Pricing strategy
- Branding and communication
- Marketing channel and distributor management
- Product & service development & innovation
- Marketing resources, investment and performance evaluation
Markets covered in the course:
- Retail fuels & lubricants
- Commercial and industrial fuels & lubricants
- International aviation and marine markets
- Distributors & resellers
- Multinational key accounts
Accreditation
BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.
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Your Growth, Our Mission
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