Customer Relationship Management Skills.

TRAINING OBJECTIVES.

• This video is a summary of our training on Project Management Skills.

• The full course is covered in details with active members of LEAPS who have paid amembership fee of 10,000 Naira only.

• At the end of this course, you will have learnt the concept of CRM

• You will also learn Customer Relationship Management Strategies and some tipsfor Customer Service Excellence.

• This master course will actively position you for roles in Customer Service and otherdepartments where you would interface with clients and customers.

What is Customer Relationship Management?

• Customer RelationshipManagement (CRM) isthe process of managinga companies interactionswith current and futurecustomers.

• It often involves usingtechnology to organize,automate andsynchronize sales,marketing and customersservices.

CRM Strategies.

In the course of this training,we would look at the elementsof a good CRM Strategy, andlearn how to build a culture ofservice excellenceA good CRM Strategy wouldallow you to:

• Understand your customers.• Retain your customers

through customer serviceexcellence.

• Attract new customers.• Increase profitability• Decrease customer

management costs.

WHO IS YOUR CUSTOMER?

Understanding the Customer.

• Microsoft Encarta defines a customer as a buyer; a person or company that buys goodsor services.

• For business success however, a customer means more than just a buyer of goods orservices.

• In todays marketplace, the customer is the live of the business.• He is the reason the doors open when it does, and shuts when they does.• Todays customer is the life of every business.

• The customer determineswho stays in business andwho gets kicked out.

• Except in greatmonopolies which are notso rampant in the marketplace today.

• It is a known fact thattoday’s customer can hireand fire as he pleases.

• That gives the customerequal of more rights thanthe Boss.

CUSTOMER SERVICE EXCELLENCE

• Customer Service is defined asthe way and manner in which acompany or organization treatsit’s customers.

• Customer Service Excellencetherefore entails a businessgiving superior treatment to it’scustomers, and attending tocustomer needs and concerns ina manner that makes thecustomers want to keepscoming back and sendingreferrals.

• During every interaction, customers are constantly scoring the organization based on certain qualities.

• Customer service professionals, need to strive for these qualities in their interactions with customers.

Professional Qualities In Customer Service.

Professionals who interact with customers must befriendly and pleasant in their approach.

Pleasantness.

These professionals should show their customersthat they understand the customers needs andconcerns.

Empathy.

• When customers feel their needs and concerns are givenappropriate and unbiased treatment, they keep coming.

• Customer believe that a good company must be fair andobjective.

Objectivity

Control.• Every customer

wants to know thathe counts.

• Customers cherishthat feeling ofimportance.

• When customers feelthat they haveinfluence over theoutcome of abusiness, they lookforward to comingback.

• Customers need to have a fair knowledge of the products or services they pay for.• Customers are therefore happy to deal with professionals who have an excellent

knowledge of these products and services.• A company who offers more information to it’s customer is seen in a better light than

one that just assumes that customers should know.

Awareness.

THE DON’TS OF CUSTOMER SERVICE

No.

• No, indicates a negative response.

• Every customer therefore hates a negative response.

• However, even the best professionals would have tofind a way of saying no.

• The best way of saying no, is to not say no.

• You would rather find an alternative to a no.

• Example: When a customers asks for a refund, youcould say no by saying: Would You Rather Have Meexchange the product and still give you a 50%discount?

I Don’t Know.

• Customers love to deal with a professional thathas all the answers, or at least seems to have allthe answers.

• Saying you don’t know diminishing theperception of your competence and that of thecompany that hired you.

• It is be better to tell a customer that You WouldFind Out The Details And Call Him With TheAnswers; instead of an outright: I Don’t Know.

Calm Down.

• When customers are dissatisfied and tempersare flaring, it is appropriate to calm themdown.

• However you will have to do that withoutsaying: Calm Down.

• You could say to an angry customers; PleaseSir. But not Calm Down.

• Calm Down, has a way of making an angrycustomer feel disrespected.

I’m Busy Right Now.

• Some days are busier than others, and attimes, work seems to be at its peak.

• Customers however want to get a promptresponse, regardless of how busy you are.

• Telling a customer that you are busy makeshim feel unimportant.

• You should rather say, I’ll Be With You In AMoment, or, could you give me a while, I’llattend to that and be right back.

Call Me Back

• When attending to customers on phone, youshould never say; Call Me Back.

• Customer Service Excellence says; I’ll call youback.

• This makes the customer feel you are in forbusiness, and his call means a lot to you.

That’s Not My Fault

• Trading blames is bad business.

• If a customer accuses you of any thing, yourfirst response should be, “Sorry About That”.

• Trading blames with a customer will make youand the organization that hired you seemincompetent.

You Want it By When?

• Every customer comes in with a sense ofurgency. He wants things done yesterday.

• The faster you respond to his needs, thehigher he ranks you and your organization.

• However if you can’t attend to his needsimmediately, tell him nicely when you will beable to respond.

• You should rather say; I’ll Get In Before SoAnd So Time, Will That Be Fine?

• Attracting and Keeping New Customers

• Every effective CRMStrategy, should help toattract new customers.

• Failure to attract newcustomers will render thatstrategy ineffective.

• This master course howeveroffers some insight into howto attract new customers.

Emphasize on Excellence

• Build a culture ofexcellence across in everydepartment.

• Poor service delivery inany single aspect of thebusiness will affect youroverall productivity.

• Customers who notice aloop whole will not comein or will use the closestexit.

Relationship Details

• Go into the details of every relationship.

• Build on initial contacts.

• Follow up on every contact with the aim of building a relationship and not with the aim of making a sale.

Keep in Touch

• Keep in touch with your customers andprospects.

• Social media, blogs, news letters, bulk smsto mention a few, are alternatives youcould explore.

• Constantly keeping in touch with yourprospects and customers would keep youin their heart.

• This would then make you the first optionwhenever the need arises.

Trust

• Customers always love to count on you.

• When they few you as a bank of product information, and a person of integrity, they tend to trust you judgment and keep coming.

Use Referrals• Keep good

relationships andencouragereferrals.

• You will build alarge network orstrong customerssimply myreferrals.

Use CRM Solutions

• CRM Solutions are soft-waresthat are used in managing theentire customer experience.

• The effective use of CRMSolutions build an excellentexperience and make thecustomer want to continuecoming back.

• However a crimpy CRMSolution will lead to perceivedincompetence and would ruinany chance of customerretention.

The Following Topic are Covered In-Class

• Using the features of aneffective CRM.

• Rules for a lasting firstimpression.

• Excellence In receivingbusiness calls.

• Details of how to use CRM Solutions are available In-Class.

• In-Class trainings are however made available to only to Active Members of the LEAPS Community, who have paid a membership fee of 10,000 Naira Only.

• Active Members would also receive a certificate of participation at the end of In-Class training.

• www.leaps.com.ng