PROGRAMME OVERVIEW

Every business has customers. Without customers, there is no business. This makes quality customer service essential to the survival of a business. Very often, customers develop a preference for a particular business based solely on the quality of customer care they receive. Customer service is a big factor in the difference between retention and churn.

During every interaction, customers evaluate, or re-evaluate, a company based on how they are being treated. How a company communicates with its customers has a direct effect on its bottom line.

The Customer Relationship Management programme teaches delegates the foundational skills required for good customer service, focusing on effective communication in all situations, especially challenging ones.