Customer Service

Customer Relationship Management Fundamentals

Automate, Organise & Synchronise Your Customer Interaction


Who Should Attend:

  • Customer-facing professionals
  • Customer Relationship Supervisors & Managers
  • Section head & Middle Managers
  • Customer Service team members

Course Objectives

  • Identify the loop-holes between excellent customer care within the organisational strategy and hierarchy
  • What outstanding customer service comprises of
  • Planning a complete framework to ensure customer care standards are met with
  • Explore in detail the leadership qualities required to develop a customer-oriented team
  • How customer complaints and grievances are critical to every organisations growth and development
  • To always be a step ahead of your customers’ requirements; ‘over deliver and under-promise’ attitude
  • Ways to make your customer feel important
  • Study ways to overcome roadblocks that are in between your service and the customers’ expectations
  • Ways to say no positively deal with impractical expectations without upsetting and offending the client
  • Self-evaluation techniques to assess your performance during every stage of customer care.

What will you gain ?

By the end of this course you will be able to:
  • Pin-point areas of improvement within your team and system
  • Instigate a 100% customer-oriented approach in your organisation
  • Apply customer-retention techniques to your company’s way of operations
  • Improve the issues pertaining to providing better quality customer care.

Course Content

Day 1
  • Overview
  • What is Customer Relationship Management?
  • Role of CRM
  • B2B CRM
  • B2C CRM
  • Internal Customer vs. External Customer Service
  • How is ‘Customer Lifetime Value’ calculated?
  • Perception points
  • Roadblocks in achieving outstanding customer service
  • Customer’s evolving needs and requirements
  • Customer Service Process
 Day 2
  • CRM and technology of the present
  • Different types of customer response mechanisms
  • Solving customer complaints and inquiries
  • Tackling unrealistic customer requests professionally
  • Retaining Customers
  • Upgrade your feedback mechanism
  • CRM Dashboard to track and measure performance
  • Real-life case studies
  • Wrap-up and conclusion.

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