Targeted Audience:
This program is beneficial for Managers, Vice managers, Assistants, and perspective managers.
Marketing Personnel, and Customer Relations Personnel.

Training Programs Goals:
-Acknowledging the ways of developing a successful and integrated customer service system in organizations.
-Learning modern concepts and styles in customer service methodology.
-Developing specific and vital skills in order to introduce the organization and all of its services while serving the customer.
-Developing the abilities to deal with different types of customers.
-Managing the (customer service) team effectively and productively.
-Aiding the participants in solving customers' problems and handling customers' claims.
-Improving the level of service quality to gain customer satisfaction.

Contents & Program Outline:
-What is customer service?
-The related organizational aspects.
-Marketing knowledge, self-awareness and customer awareness.
-The golden rules to turn transactions into relations.
-The importance and benefits of customer relationship management.
-Evaluating the customers according to the level of: profitability, loyalty, satisfaction, and claims …etc.
-Do you need customer relationship management?
-The customers’ communication styles.
-The value aspects: product features.
-customer loyalty: the factors that affect it.
-Customer relationship management techniques.
-Internal and external communication.
-The cornerstone data for customer relationship management.
-Demographic data, behavioral data …etc.
-The place of CRM within the foundation cycle.
-The reasons for customer relationship management failures and how to overcome them.
-Who is the flexible customer?
-The steps in dealing with profitable customers.
-Clients claims management.
-Why are customers not claiming?
-Case studies and success stories.