Customer Relationship Management

Customer-Relation Management

“”You don’t build a business, you build people and then people build the business”- Zig Ziglar

In today’s environment of increasing competition and consumer awareness, it is saidCRM that “Customers may forget what you said but they’ll never forget how you made them feel.” As the choices available are increasing and customer is becoming more aware, the challenges before the marketing executives are also increasing. To serve the customer in a better way, it is foremost that the customer is understood better. The combination of above factors has given rise to the practice of ‘Customer Relationship Management’.

Customer Relationship Management is a managerial philosophy that seeks to build long term relationships with customers. Customer relationship management is a continuous process whose principal tool is communication. CRM can be defined as “the development and maintenance of mutually beneficial long-term relationships with strategically significant customers”

Our finishing school program encompasses a wide range of skills that are integral part of customer relationship management.

  • Cross culture and diversity training.
  • Understanding the essence of Interpersonal relationships
  • Identify behaviors for building rapport
  • Identify the ‘Impression Points’ of your business, and how to enhance them
  • Utilize guidelines for general telephone etiquette
  • Resolve complaints / Conflict management
  • Communication Style Matrix
  • Time management
  • Develop listening skills
  • Clothing and Grooming
  • Guest & Gifting Etiquette