This program is aimed at those professionals wishing to harness the desire to exceed the customer experience. If you want to delight your customer / client base then this program is for you. It will be of particular benefit to organizations seeking to motivate their team (client-facing and internal-support), to advance careers, grow profits and sharpen your customer focus.
Day 1:
INTERNAL AND EXTERNAL CUSTOMERS
- Introduction
- Internal Customer Self-Evaluation of Organization Roles
- Identifying & Measuring Needs and Expectations s
- Identifying Customer Needs CRM
- Importance of Quality Service in Satisfying Customer Needs
CUSTOMER NEEDS AS A PROCESS
- Planning Organization’s Quality activities
- Managing the Customer
- Hierarchy of Service
- Measuring techniques - CRM
- CRM Steps
METHODS OF IDENTIFYING CUSTOMER REQUIREMENTS
- Moments of Truth
- Quality, cost and time
- Plan, Do, Check, Act
- Avoiding CRM Failure
DAY2:
INTERNAL AND EXTERNAL CUSTOMERS
- Introduction
- Internal Customers
- Internal Customer Self-Evaluation of Organization Roles
- Identifying & Measuring Needs and Expectations Of Internal Customers
- External Customers
Identifying Customer Needs
- Delighting not just satisfying Customer Needs
DAY 3:
CONCEPT OF ANALYSIS
- PEST Analysis
- PESTLE Analysis
- SWOT Analysis
Porter’s 5 Forces of Competitive Position
CONCEPTS OF QUALITY
- QA, QC
- Benefits through Core Values
- EFQM
- Excellence as a parameter
- Best in Class
TOTAL QUALITY MANAGMENT
- Quality systems – IIP, ISO, BS, ICS
- Practical & positive steps to improve quality
- Different perceptions
TOOLS FOR MAINTAINING QUALITY
- Root Cause Analysis
- Creative Techniques
- Shifting paradigms and mindsets
COSTS OF QUALITY
- Financial costs
- Loss of reputation / PR
DAY 4:
DECISION MAKERS
- Identifying influential decision-makers
- Stakeholder Analysis
- Stakeholder Mapping
MAINTAINING EFFECTIVE CLIENT / CUSTOMER RELATIONS
- Key Account Management
- Pareto Analysis
- Who is the Customer?
- Moments of Truth
- EPACA
DAY 5:
MAINTAINING EFFECTIVE INTERNAL CUSTOMER RELATIONS
- Reducing cognitive dissonance
CONCEPTS OF MARKETING AND SELLING
- Satisfying Customer Needs
- Defining Marketing and Selling
THE MARKETING MIX
- 4 x Ps
- Information is King
- Primary & Secondary
MARKETING TOOLS
- Research tools
- An off Product Marketing Matrix
- Boston Box Matrix
- Advertising & Promotion
SALES MANAGEMENT AND TECHNIQUES
- Selling & sales
- Branding
- Accreditation
- Managers
- Supervisors
- Customer service representatives
- Anyone within an organization who wants to better understand the techniques of building customer relationships and loyalty