Customer Relationship Management

Specific Outcomes

• Listen to and interpret customer needs
• Describe action plan
• Implement action plan to meet customers needs
• Track and measure the action plan to its completion
• Identify “touch points” of customers
• Determine solutions in areas of customer service
• Action changes or improves areas of customer service
• Monitor interaction between customer service providers and the customer
• Monitor key performance areas
• Identify needs of the customer
• Present features, advantages and benefits to the customer
• Demonstrate features, advantages and benefits
• Apply personal selling skills to sell products or services
• Apply closing techniques to sell products or services

Content Outline

• Monitoring Interaction between Customer Service Providers and the Customer
• Monitoring Customer Satisfaction
• Monitoring Key Performance Areas
• Listening to and Interpreting Customer Needs
• Action Planning
• Implementing an Action Plan to Meet Customer Needs
• Tracking and Measuring the Action Plan to its Completion
• Identifying “Touch Points” of Customers
• Determining Solutions in Areas of Customer Service
• Actioning Changes or Improving Areas of Customer Service
• Identifying Needs of the Customer
• Presenting Features, Advantages and Benefits to the Customer
• Demonstrating Features, Advantages and Benefits
• Closing Techniques

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