This training program is designed for individuals at any level in Marketing and Sales or non-marketing professionals interested in understanding how they affect or are affected by SCRM practices
Goals
Explain the benefits of excellent customer service
Define the CRM program
Describe the difference between internal and external customers
Explain how questioning and listening are vital tools in the provision of customer service
Describe how to deal with difficult customers effectively
Explain how to turn complaints into opportunities
List the customer service tools available and how and when to use them
Implement personal motivation techniques to create excellent first impressions
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