$7,995

Advanced Customer Management Programme

Event Information

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Location

Phuket

Bangkok & Phuket

Phuket, จ.ภูเก็ต

Thailand

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Refund Policy

No Refunds

Event description

Description

Companies are seeing a change in the preferences of customers as the global economy improves. Companies that were able to do well at times of recession by selling value products at reasonable prices are seeing their business go down. The primary reason behind this is the change in customer preferences for improved customer services. Customers are now willing to pay more to get better service. Companies that can adopt to these challenges and offer better services to their customers will the ones that will be winners in the long term.

The Advanced Customer Management Programme is designed to help organisations to improve the quality of the service they offer to their customers. This course is aimed at front line staff, store managers, customer service decision-makers as well as anyone who is involved in dealing with customers.

Who is this for?

•Directors / MDs / CEOs

•Brand Managers

•Senior Executives

•Head / Director of Customer Insights

•Customer Service Managers / Directors

•Business Owners & Entrepreneurs

•Customer Engagement Managers / Directors

•Social Media Managers

•Senior Marketing Managers / Directors

•Chief Customer Officers

•Vice President of Marketing

•General Manager

•Director of Business Development

•Director of Operations

Course Objectives

  • The importance of customer service
  • What is good vs. bad customer service
  • How to identify customers’ requirements
  • How to establish excellent rapport with customers
  • Applying the principles of excellence in customer service
  • Giving a good impression of the organisation to customers
  • How to care for customers
  • Using positive body language
  • Using best practice tools and techniques in customer service
  • Developing customer service standards & benchmarks
  • What not to say or do when dealing with customers
  • How to deal with service recovery
  • Managing customer complaints
  • Dealing with customers face-to-face and over the phone
  • Developing customer centric policies and procedures
  • Empowering your team

What will you learn?

  • The importance of good customer service to business
  • Defining good customer services
  • Identifying customer requirements
  • Delivering good customer service in person
  • Customer service over the phone
  • Service recovery
  • Dealing with difficult situations
  • Handling ‘tough’ customers / situations
  • Developing customer centric policies
  • Customer service best practices
  • Measuring customer satisfaction
  • Empowering your team for good customer services
  • Harnessing a culture for good customer services

Course Delivery

This course is delivered using the latest training and learning techniques and tools. Our highly experienced and qualified trainers will not only make use of their personal experience but also examine case studies from best practices companies from around the globe. Moreover, participants will engage in scenarios, discussions, take part in role-play activities and make use of the latest technology to facilitate the learning process.

Training Philosophy

At the Institute of Customer Management, we believe in using the latest technology to facilitate the learning process. As a part of some of the training workshops, participants will receive a state-of-the art Apple MacBook Air, or an iPad Pro (or similar device). The training programme will be taught with the help of these devices, thus improves the learning process significantly.

What does the training investment include

  • Tuition for the full workshop
  • Training material for the workshop
  • Teas and lunches during the workshop
  • Sightseeing tour of the city/cities
  • Apple MacBook Air or iPad Pro 12.9” (or iPhone X)
  • Certificate from the Institute of Customer Management

Training Features

Dates April 1 - 12
Location Bangkok & Phuket
Investment $7,995
Duration 2-Weeks
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Date and Time

Location

Phuket

Bangkok & Phuket

Phuket, จ.ภูเก็ต

Thailand

View Map

Refund Policy

No Refunds

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