Course Agenda Week 1 Day 1. Introduction to CRM® Course Certification
What are CRM
Application Requirements for the CRM® Exam
Guidelines to Fill Up the CRM® Application
About the CRM® Exam
CRM® Exam Syllabus
Feasibility Studies: Preparation, Analysis & Evaluation
Fundamentals of Customer Care & Exceptional Customer Service Skills
Gaining Customer insights: The Customer Research strategies
Optimizing the Moment of Truth in Customer Service
Why are Customers Important?
Customers are the Reason we are in the Business
We want our Customer to Continue to Choose us
Customers Experience Statements
Customer Service & Business Development Strategies
Day 2. BUILDING & MANAGING RELATIONSHIP
The Dynamics of Customer Relationship Management
Customer Psychology Management
Strategic Customer Servicing2+
Customer Service Quality Process
Handling Customers Complaints & Techniques for Dealing with Angry Customer
Designing & Managing Customer Service Culture
Aligning Customer Service Strategy with Corporate Strategy
Strategic/Key Accounts Management Strategies Day 4. Project Integration Management
Day 3. Practical Walkthrough
The Customer Service/Sales Profile
Managing Initial or Stand-Alone Transactions
Installation and use of CRM+ software
2.1 About the course
Ciel Consulting PMP® training from Simplilearn is designed to ensure that you clear the CRM® exam in the first attempt. Our hands-on training approach, entrusted by 2,000+ learners, will help you to imbibe the workings of the Process groups and knowledge areas as prescribed by CRM®. We guarantee that you’ll walk away with all the preparation and confidence you need to conquer the exam and earn the CRM® certification.
2.2 What are the course objectives
Objectives/Benefits
After attending this workshop, participants would have gained knowledge and practice of:
* Setting & clarifying customer service goals and how to achieve it
* Building formidable group of loyal customers
* Demonstrating commitment to customer service attitudes
* Customer service and company's future
* Classifying profitable customers & service each excellently
* Recording customer retention rate between 90-95% consistently annually
* Maximize profit for their organizations
* Providing prompt & courteous services
* Manage customers' special request
* How to deal with an Angry Customers
* Projecting professional image
* Appropriate & Correct Telephone Etiquette
* Professionally handle service failure and recovery strategies
2.3 Who should do this course
This course is designed for all whose actions, task or decisions affect or relates to customer acquisition, retention and management. They includes but not limited to:
Business Owners
Managers/supervisors
Customer service representatives
Call centre agents
Sales/Marketing Staff
Operations/maintenance staff
Accounts/finance personnel
Field Service professionals & managers
2.4 What does the training pack contain?
Certificate of completion.
CRM Training materials
Training Manuals
Exam Prep Book
EQMS installation and training
Students Workbook and Project Templates
Real-life application and understanding
Certified and Experienced trainers
Exam support including registration and scheduling Free exam Prep class.
Venue:
Lagos Training Center: 27 Moronfolu Street, Close to Unilag, Akoka, Yaba, Lagos
Port Harcourt Training Center: 21 Oil Field Guest House Close, off School Road by MTN Junction Elelenwo.
Abuja Training Center: Beside RCCG Zonal Headquarters at Cornershop, close to Indian Hospital, Karu, Abuja FCT.
Call our Hotlines for Reservations: Lagos, Abuja, PH
Dates:
2 Day Customer Relationship Management Training
Lagos, PH and Abuja
CRM | Weekday | 18TH – 19TH June, 2018| 2 days | N49,999
CRM | Weekend | 16TH – 17TH June, 2018| 2 Weekend| N49,999
Click Here to see Course brochure