Why Attend This Training Course?

This certification program examines customer service and customer relationship management (CRM) as a key strategic process within all organizations. CRM is defined as the overall process of building and maintaining profitable customer relationships by delivering value and satisfaction to the customer. Focusing on process, strategy and technology, this course leads participants from understanding the fundamentals of customer service and CRM through the implementation of CRM systems and analysis of customer data. It discusses customer service and CRM philosophy as well as the systems in place that incorporate and integrate information from sales, marketing and service.

What Is The Training Course Methodology?

This training course methodology depends on enabling participants to interact and exchange experiences, explore their competencies and achieve their career aspirations, using forward-thinking training arts, such as theoretical lectures and/or open discussion to exchange opinions and experiences, scenarios, innovative thinking brainstorming. Participants will receive an agenda including training material as a reference, in addition to some extra notes and booklets. 

Who Should Attend This Training Course?

• Customer service director or manager, marketing director and related managerial personnel

• Excellent customer service personnel

• Anyone wishing to become a customer service professional

What Are The Training Course Objectives?

• CRM Vision: Leadership, Social worth, Value Propositon

• CRM Strategy: Objectives, Segments, Effective Interaction

• Value Customer Experience

• Organizational Collaboration

• CRM Processes: Customer Life Cycle, Knowledge Management

• CRM Informatio: Data Analysis, One View Across Channels

• CRM Technology: Applications, Architecture, Infrastructure

• CRM Metrics: Cost to Serve, Satisfaction, Loyalty, Social Costs

What Is The Training Course Curriculum?

Customer Service Skills

• Achieving high customer satisfaction

• Developing strong listening and communication skills

• Winning Telephone skills

• Technical writing skills for support professionals

• Handling difficult customer situation

• Solving and preventing problems

• Teams and team players in a help desk setting

• Minimizing stress and avoiding burnout

Customer Relationship Management

• CRM Overview, Types, Strategy and Implementation

• The Theoretical Framework of CRM

• CRM Project Organization in the Financial Industry

• The Evolution of Customer Relationships and Customer Value

• Main Benefits and Organizational Impacts of CRM within the Bank

• Data Mining Systems Supporting the Marketing Function

• CRM Conclusion