Overview
Marketing is central to all organizations.
Customer service is about not only meeting customer’s expectations, but delighting customers by focusing staff energies on offering value, getting it right the first time, and yet improving it in the future. Customer Relationship Management (CRM) on its part is about using people, processes and technology to develop long term profitability relationships with customers.
Objectives:
-
Modern concept of marketing
-
Developing and activating the Marketing and Sales plan
-
Improve communications to minimize misconception or misunderstanding
-
Understand the difference between a difficult customer and an upset customer
-
Effectively respond to unreasonable demands with phrases that calm customers down
-
Avoid turning a dissatisfied customer into an angry one.
-
Sharpen professional image in expressing self confidence
-
Acquire necessary skills for expressing empathy not sympathy
-
Enhance understanding of fundamental customer’s reaction
-
Improve interactional and influencing skills
Target Audience:
This programme is for Sales/ Marketing Managers, Customer Care Managers, Line Managers who have interface with customers are encouraged to attend. It is very essential for Product/ Brand Managers.
|
