CUSTOMER BEHAVIOR AND CUSTOMER RELATIONSHIP MANAGEMENT FOR EFFECTIVE CUSTOMER SERVICE

Course Objectives

The benefit after completing this course the participants will better understanding how to Improve the way of Effective Customer Service

Course Contents

Overview Of Customer Behavior & Customer Relationship Management For Effective Customer Service 

Psychological Concept Of Customer Behavior & Consumer Perception Of Service Excellence
* Methodology to Define Customer Wants & Needs
* Psychology Methods & Concepts to Rapport Building
* Customer Behavior Models & It's Considerations
* Dealing With Bias & Perception Of Customer Wants & Needs

Customer Relationship Management Strategic Planning: Now & Beyond
* How To Working With Customer Relationship Management
* Leveling Your Customer Based On Business Effectiveness

Creating Sense Of Customer Service Awareness
* Developing Customer Service Awareness Models
* Learning How To Assert Your Self By Effective Communication & Listening Skills

Creating A Culture Of Competence Based On Effective Customer Service
* Responds To Customer Requests In Timely By Professional Manners
* Elicit Feedback From Customer To Monitor Their Satisfaction
* Listens Attentively To People's Ideas Or Concerns
* Approach Others About Sensitive Issues In Non Threatening Ways
* Develop Rapport Easily With A Variety Of People
* Modifies Communication Style To Fit The Personality & Culture Of Others
* Creatively Identifies And Utilizes Effective Communication Methods & Channels
* Modifies Communication & Behavior Based On Understanding Of Cultural Differences  

The Six Principles of Customer Service Management
* Service Is About Integrated System At Work
* Service Is About People
* Service is About Self Esteem
* Service Is About Creativity & Creativity
* Service Is About Project By Project Improvement
* Service Is About Innovative Measurement

Changing Your Own Attitudes & Avoiding Personal Stress
* Understanding The Job Stress 
* The Strategy To Avoiding Personal Stress
* Managing Procrastination, Perfectionism & Ambiguity Personality
* Developing The Work Agenda By Time & Objective Management