Customer Relationship Management. Course Brochure

Transcription

1 Customer Relationship Management Course Brochure 1

2 Customer Relationship Management Course Overview This course will equip you with the skills needed to be an excellent customer service manager. It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers problems and how to turn an unhappy customer to your biggest fan. It is an excellent launch-pad into a fulfilling career as a Customer Service Manager. Delivery Option Weekend Duration Weekend Lagos 2 weekends Course Location Lagos 2

3 Content Outline Who are your customers? Understanding and meeting expectations Your Self-Image Meeting Expectations Setting Standards SMART Goals Telephone Techniques Communication Skills The talkative caller Dealing with difficult people Steps to Problem Solving Resolving Conflicts Service PRIDE Acting Assertively Managing stress 3

4 Benefits Job Seeker For Whom Job Seeker Working Professional Business Owner It gives you a competitive advantage over others It increases your earning potentials It makes you eligible for employment in any sector Get customer service job in any sector Working Professional Learn how to deal with unpleasant and dissatisfied customers. Customer Service Personnel are crucial to company s growth It increases your earning potential Business Owner Improve your relationship with your customers. Gain essential problem solving skills Learn how to make your customers happy and manage unhappy customers 4

5 Fit For Industry/Sector Discipline Telecoms/IT Aviation Development Sector Financial Services Agriculture Oil and Gas Engineering Science Social Science Business Management Information Technology Finance 5

6 Pack What you get Student Manual Student Workbook CRM Templates Stationeries Certificate of completion Perks Refreshment (Tea & Lunch) Placement support (Optional) 6

7 Approach How We Deliver The Course 1. An experienced facilitator will lead the sessions 2. Case studies will be used to apply taught concepts 3. Participant will work in groups to solve real life employee problems 4. Participants will complete various tasks 5. Interactive and practical teaching method 7

8 Calendar Locations Weekend Dates for Upcoming Classes Weekday Lagos 19 th May 27 th May 17 th Jul 20 th Jul Options Weekend (Lagos) Days & Time for Classes Training Days Saturday Sunday Training Time 9 am 5 pm 1pm 6pm For training dates for subsequent months kindly contact our course coordinator. 8

9 Fees Locations Registration Fees Tuition Lagos 5,000 64, 000 9

10 Payment Policy Registration Policy Reg. closes 2 weeks before lectures Late reg. will attract N3000 additional admin fee Reg. fee should be paid to P&F Accounts Reg. fee is nonrefundable After reg. payment complete reg. form on our website Tuition Policy Tuition can be paid one off or in instalment Installment payment will be paid in 2 equal instalment To commence lectures full/half tuition must have been paid Tuition is non-refundable, but can be transferred to other courses Tuition for classes attended is non-refundable Account Name: Piston & Fusion Ltd Account Number: Bank: First Bank of Nigeria 10

11 Steps To Enroll Steps 1. Pay the registration fee 2 weeks before training kick off 2. Send your payment details to fees@pistonandfusion.org 3. Visit click on register now tab and complete Registration form. 4. Upon confirmation of your registration an electronic receipt will be sent to your mail. 5. Pay the tuition on or before lecture kick off 11

12 Contact Us Location Lagos Abuja Port Harcourt Addresses 122A Obadina Street, Omole Phase 1, Ikeja Lagos Suite 106 A, Samfa Plaza Ndola Cresent, Wuse Zone 5, Abuja. Randolph Hotel, 101, Old Aba Road, Rumuogba, Port- Harcourt Mobile: +234 (0) , +234 (0) Address: Website Address: 12