Advanced Customer Relationship Management and Customer Service Excellence in Banks
Details
Advanced Customer Relationship Managementand Customer Service Excellence in Banks
Customer Relationship Management Overview
- Definition of Customer Relationship
- The Importance of CRM
- Developing a customer strategy
- Creating a plan to interact with customers
- Assigning a value to the customers
Outline
Customer Relationship Management Overview
- Definition of Customer Relationship
- The Importance of CRM
- Developing a customer strategy
- Creating a plan to interact with customers
- Assigning a value to the customers
Data Architecture
- Key elements of successful customer architecture
- How to develop customer information database
- Tools needed when building and analyzing customer information database
Marketing/Contact Management
- What is the process (interactive, dialogue, talk, listen, react and report)
- Consistency in the message to customers through all channels (including force automation, call center,email, web and mail etc)
- Formulation and testing different direct marketing and personal approaches
- Risk and return elements to consider in a CRM business case
Quality Management and Customer Service
- Introduction to quality management
- Basic quality concepts
- What customers want and at what cost
- Managing customer perceptions and expectations
- Managing stressful situations more effectively
Service Quality – Tools and Techniques
- Effective quality management
- Quality measurement and quality control
- Continuous improvement
- Services quality tools and techniques
- Cause and effect analysis
- Exceeding customer expectations
- Recognize the signals of customer irritation
People Skills to Deliver Excellent Customer Service
- Communicating with our customer
- Listening styles and building rapport
- Influencing skills
- Persuasion techniques
- Dealing with difficult customers
- Understanding where anger comes from
- Developing emotional intelligence
Speaker/s
Special Offer
Schedules
Tue, Fri | 09:00 AM — 04:00 PM |
Tue, Fri | 09:00 AM — 04:00 PM |
No. of Days: | 4 |
Alpha Partners is a reputable firm of Training and Management Consultants with many years of corporate training experience in Finance, Accounting, Auditing, Banking, Management, Information Technology, Oil and Gas Sector, Security, Engineering, Public Relations, Secretarial Studies, Leadership, Marketing and other fields of human endeavour.
We are one of the leading players in the profession. Our firm, a multi-disciplinary one with highly talented, experienced and dedicated partners and staff who have experiences in different facets of working life was established in 1996 and has branches in Lagos, Enugu and Awka.
We offer a wide range of professional services, which covers audits, accounting, finance, taxation, ICT, security, engineering, insurance, human resources management, secretarial and consultancy services in all ramifications.
Our numerous clients attest to the high quality services we offer which contribute in no small measure in ensuring sound and efficient management of their resources.