Effective Customer Care as a Winning Strategy
Course Description
This 5 day program is aimed at those professionals wishing to harness the desire to exceed the customer experience. If you want to delight your customer / client base then this program is for you. It will be of particular benefit to organizations seeking to motivate their team (client-facing and internal-support), to advance careers, grow profits and sharpen your customer focus.
The Training Course Will Highlight ?
Training Objective

Target Audience

  • Managers
  • Supervisors
  • Customer service representatives
  • Anyone within an organization who wants to better understand the techniques of building customer relationships and loyalty

Training Methods

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

  • Lectures
  • Workshop & Work Presentation
  • Case Studies and Practical Exercise
  • Videos and General Discussion

Daily Agenda

Day 1:

INTERNAL AND EXTERNAL CUSTOMERS

  • Introduction
  • Internal Customer Self-Evaluation of Organization Roles
  • Identifying & Measuring Needs and Expectations s
  • Identifying Customer Needs CRM
  • Importance of Quality Service in Satisfying Customer Needs

CUSTOMER NEEDS AS A PROCESS

  • Planning Organization’s Quality activities
  • Managing the Customer
  • Hierarchy of Service
  • Measuring techniques - CRM
  • CRM Steps

METHODS OF IDENTIFYING CUSTOMER REQUIREMENTS

  • Moments of Truth
  • Quality, cost and time
  • Plan, Do, Check, Act
  • Avoiding CRM Failure

DAY2:

INTERNAL AND EXTERNAL CUSTOMERS

  • Introduction
  • Internal Customers
  • Internal Customer Self-Evaluation of Organization Roles
  • Identifying & Measuring Needs and Expectations Of Internal Customers
  • External Customers
  • Identifying Customer Needs
  • Delighting not just satisfying Customer Needs

DAY 3:

CONCEPT OF ANALYSIS

  • PEST Analysis
  • PESTLE Analysis
  • SWOT Analysis

Porter’s 5 Forces of Competitive Position

  • Drivers of Competition

CONCEPTS OF QUALITY

  • QA, QC
  • Benefits through Core Values
  • EFQM
  • Excellence as a parameter
  • Best in Class 

TOTAL QUALITY MANAGMENT

  • Quality systems – IIP, ISO, BS, ICS
  • Practical & positive steps to improve quality
  • Different perceptions

TOOLS FOR MAINTAINING QUALITY

  • Root Cause Analysis
  • Creative Techniques
  • Shifting paradigms and mindsets

COSTS OF QUALITY

  • Financial costs
  • Loss of reputation / PR

DAY4:

DECISION MAKERS

  • Identifying influential decision-makers
  • Stakeholder Analysis
  • Stakeholder Mapping

MAINTAINING EFFECTIVE CLIENT / CUSTOMER RELATIONS

  • Key Account Management
  • Pareto Analysis
  • Who is the Customer?
  • Moments of Truth
  • EPACA

DAY 5:

  • MAINTAINING EFFECTIVE INTERNAL CUSTOMER RELATIONS
  • Reducing cognitive dissonance
  • CONCEPTS OF MARKETING AND SELLING
  • Satisfying Customer Needs
  • Defining Marketing and Selling
  • THE MARKETING MIX
    • 4 x Ps
    • Information is King
    • Primary & Secondary
  • MARKETING TOOLS
    • Research tools
    • An off Product Marketing Matrix
    • Boston Box Matrix
    • Advertising & Promotion
  • SALES MANAGEMENT AND TECHNIQUES
  • Selling & sales
  • Branding
Accreditation

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.

Quick Enquiry

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Course Rounds : (5 -Days)


Code Date Venue Fees Register
CC121-09 14-08-2022 Dubai USD 4950
CC121-010 04-12-2022 Dubai USD 4950
Prices doesn't include VAT

UpComing Date


Details
  • Start date 14-08-2022
  • End date 18-08-2022

Venue
  • Country UAE
  • Venue Dubai

Quality Policy

 Providing services with a high quality that are satisfying the requirements
 Appling the specifications and legalizations to ensure the quality of service.
 Best utilization of resources for continually improving the business activities.

Technical Team

BTS keen to selects highly technical instructors based on professional field experience

Strengths and capabilities

Since BTS was established, it considered a training partner for world class oil & gas institution

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Abu Dhabi, UAE

1st floor, Incubator Buildingو Masdar City, Abu Dhabi, UAE

00971-2-6446633

Sun to Fri 09:00 AM to 06:00 PM

info@btsconsultant.com

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