The Central Objectives of this programme are as follows:

• Identify the loop-holes between excellent customer care within the organizational 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 organizations 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.

Designing Approach

Tailor-Made for Your Needs: Solid State Training Solutions works closely with every client as a long-term strategic partner. We conduct pre-training requirements process which includes collecting details of the registered delegates and conducting training needs analysis meetings to align the training solution with the client’s objectives.

Delivery Methodology

• Simulation – providing life-like scenarios through structured learning experiences and to improve business awareness and management skills.
• Role Play – acting-out situations in groups, under the supervision and feedback of a lead coach.
• Presentations, Videos and Video Recording – visual materials to support presentations of theory.
• Games – learning is fun with Solid State Training Solutions! Using a variety of tools and games to emphasize the learning experience.
• Discussions – use two-way communication between the trainer and the trainees to increase learning opportunities.
• Questionnaires – to gather information from the participants, attributed or anonymous, free-form questions and multiple-choice.
• Case Study Analysis – a key tool for such workshops, either individuals or groups review the materials provided to understand a key message and then present their findings to the other participants.

CRM is a strategic necessity for all organizations because its effective implementation increases the satisfaction of customer, loyalty and attraction and more sale and buy.

By the end of this course, participants will be able to gain the following:

• Pin-point areas of improvement within your team and system.
• Instigate a 100 % customer-oriented approach in your organization.
• Apply customer-retention techniques to your company’s way of operations.
• Improve the issues pertaining to providing better quality customer care.