Customer Relations and Satisfaction Management Training
While technological advances can be imitated quickly, strong customer relationships are difficult and costly to imitate. Grupas' "Customer Relations and Satisfaction Management" training is designed to give organizations a corporate systematic approach to healthy, long-term customer relationships — their most important competitive tool under intensifying competitive conditions.
The program covers the definition and types of customers, customer relationship management, customer loyalty, the "Every Complaint Is a Gift" approach, technology-supported sales and marketing, CRM, customer experience and the impact of touchpoints on sales, brand management, and the framework for handling complaints within the scope of the ISO 10002 Customer Satisfaction Management System. The 7-step satisfaction management process, extending from feedback to continuous improvement, along with the NPS, CSAT and CES measurement metrics, are addressed through hands-on practice. The training is completed with organization-specific exercises and an action plan geared to company applications.
Benefits for Your Organization
- A sustainable competitive advantage that is hard to imitate: strong, long-term customer relationships
- Increased customer loyalty and repeat purchase rates, reduced customer churn
- Protecting reputation and converting complaints into improvement opportunities by handling them systematically and in compliance with ISO 10002
- Making the customer experience measurable with NPS, CSAT and CES; the right decisions with the right metrics
- Identifying weaknesses and friction points at customer touchpoints and improving their impact on sales
- More efficient customer management through CRM and technology-supported sales and marketing approaches
- Turning knowledge directly into practice with an organization-specific action plan at the end of the training
Who Should Attend?
Managers, manager candidates and all professionals who need to learn effective corporate risk management and customer relations techniques.
Duration: 2 days (classroom training) | Capacity: maximum 15 participants | A certificate of attendance is provided.
