Objective: To understand the principles of customer relations and to use them to develop personalised customer relations plans for individual customers
Programme Outline:
The Mission-Vision concept
Developing customers from prospect to partner
Customer requirements, expectations and needs
Changing the company philosophy
Using Technology to manager customer relationships
Turning customer relations into a competitive advantage
Customer types
Economics of customer loyalty
Handling tough customers
Relationship marketing
Seven markets framework
Principles of customer service
Listening skills
Customer Strategies
Who should attend:
Managers, representatives, internal support staff.
