Exceptional Customer Relationship Management Training is designed to immediately and exponentially impact on revenue through customer satisfaction.

Learning Outcome Include;

• Improved communication skills:

Our training teach participants how to communicate effectively with customers - listen actively, ask the right questions, and respond appropriately to customer inquiries and complaints.

• Increased empathy and emotional intelligence:

Our training will help our trainees develop greater empathy and emotional intelligence, enabling them to understand and respond to customer needs and emotions in a more compassionate and effective way.

• Enhanced problem-solving skills:

Our training will teach participants how to identify and solve problems quickly and efficiently, whether by offering solutions or escalating issues to the appropriate parties.

• Strengthened customer retention and loyalty:

Our training will provide participants with the skills and knowledge needed to create positive customer experiences, which can lead to increased customer loyalty and retention.

• Improved teamwork and collaboration:
  Our training will encourage participants to work together more effectively, whether by sharing information and best practices or by collaborating on complex customer issues.

The Exceptional Customer Relationship Management Course offers valuable insights to individuals seeking to master the art of delivering outstanding customer service. This program is tailored for professionals whose roles entail frequent interpersonal interactions and regular engagement with people. It is especially well-suited for the following professionals:

• Supervisors
• Sales Associates
• Bank Tellers
• Customer Service Representatives
• Call Centre Agents
• Educators
• Managers
• Human Resources (HR) Personnel

Prerequisites of the Exceptional Customer Relationship Management Course. 

There are no formal prerequisites for this Exceptional Customer Relationship Management Course.

This comprehensive Exceptional Customer Relationship Management training equips individuals to excel in customer-facing roles. Participants will learn how to effectively navigate challenges and demonstrate assertiveness with tact. Through this customer relationship management training, individuals will discover the organizational benefits of meeting customer needs and expectations, fostering repeat business.

Key skills central to Exceptional Customer Relationship Management include customer understanding, emotional intelligence, and problem-solving. Our seasoned Customer Service Experts, with extensive real-world experience, deliver these time-tested courses.

Participants will gain proficiency in surpassing customer service standards and exceeding expectations while enhancing their business's reputation as customer-centric. A focal point of this course is fostering an understanding of best-practice techniques for building rapport with customers, a crucial element for maintaining smooth communication and elevating customer satisfaction.

Introduction to Customer Service

• What is customer service?
• The importance of customer service.
• Basic customer service principles.
• Customer service goals and expectations.
• Handling difficult customers.

Communication Skills

• Verbal and non-verbal communication.
• Active listening.
• Effective questioning techniques.
• Building rapport with customers.
• Providing feedback and solutions.

Customer Psychology

• Understanding customer psychology and behaviour.
• Types of customers and their needs.
• Empathy and emotional intelligence.
• Dealing with customer emotions and complaints.
• Managing customer expectations.
• Product Knowledge and Service Offerings
• Understanding the products and services offered.
• Features and benefits of the products and services.
• Understanding customer needs and matching them to the products and services.
• Upselling and cross-selling techniques.
• Handling objections and closing the sale.

Technology and Customer Service

• Technology and its impact on customer service.
• Using customer service software and tools.
• Online communication and social media etiquette.
• Providing customer service through chat, email, and phone.
• Maintaining customer relationships through CRM software.
• Time Management and Prioritization

Time management principles for customer service professionals.

• Prioritizing tasks and responsibilities.
• Managing multiple tasks and projects.
• Organizing work schedules and routines.
• Handling time-sensitive situations.

Conflict Resolution

• Types of conflicts and their causes.
• Effective conflict resolution techniques.
• De-escalating tense situations.
• Resolving conflicts with customers and co-workers.
• Building positive relationships after a conflict.
• Teamwork and Collaboration
• Working effectively in a team environment.
• Building strong relationships with co-workers.
• Communication and collaboration skills.
• Sharing knowledge and expertise.
• Supporting team goals and objectives.

Cross-Cultural Communication

• Understanding cultural differences in communication.
• Overcoming language barriers.
• Building cultural awareness and sensitivity.
• Adapting to different communication styles.
• Avoiding cultural misunderstandings.

Leadership and Management Skills

• Leadership principles and styles.
• Motivating and inspiring others.
• Managing teams and individuals.
• Performance management and feedback.
• Coaching and development.

Time Management and Prioritization

• Time management principles for customer service professionals.
• Prioritizing tasks and responsibilities.
• Managing multiple tasks and projects.
• Organizing work schedules and routines.
• Handling time-sensitive situations.

Sales and Customer Retention

• Sales principles and techniques.
• Identifying customer needs and opportunities.
• Building relationships with customers.
• Retaining customers and increasing customer loyalty.
• Measuring customer satisfaction and loyalty.

Business Ethics and Professionalism

• Business ethics and values.
• Professionalism in the workplace.
• Building trust and credibility with customers.
• Maintaining confidentiality and privacy.
• Respecting diversity and inclusion.

Customer Service Excellence

• Excellence in customer service.
• Delivering memorable customer experiences.
• Creating a customer-centric culture.
• Continuous improvement and innovation.
• Measuring and monitoring customer service quality.

Final Assessment and Review

• Final assessment of learning outcomes.
• Review of key concepts and skills.
• Evaluating the training program.
• Feedback and improvement opportunities.
• Celebrating success and achievements.