Customer Relationship Marketing

Customer relationship can be a great tool for marketing if applied properly. Customer relationships are everything to a business. Happier customers mean higher profits. However, many businesses fail to create really excellent service processes that keep their customers completely satisfied throughout their customer experience.

Good customer relationship marketing is a big differentiator between firms. While competing, products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. This course will help to build a customer-centric organization and put you ahead of your competitors by showing you how to design and develop effective service processes for your customers so you can gain excellent customer relationships. This course will extensively discuss the day to day problems that customer service managers face.

Course Objectives:

At the end of this training delegates will be able to:

• Develop a holistic customer care approach by taking into consideration 7 different aspects of the definition of customer service
• Create objectives and programs to maximize internal customer satisfaction
• Evaluate the design, implementation, and analysis of customer satisfaction surveys
• Use customer feedback and/or complaints as springboard for service improvement
• Write Service Level Agreements (SLAs) to ensure clarity and conformance (quality assurance)
• Assess the service aspect of the organization or department through well-chosen Key Performance Indicators

Who Should Attend?

Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.

Delivery Method: Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, Oral and written questions resulting in debates and more are all used in this course.

Venue: Gambia

Fee: $9,000.00

Duration: 2 weeks

Course Date: June 5th – 16th, 2023