Webinar On Customer Relationship Management Mastering Profitable Relationships! 2016

Key Topics

• COMMUNICATION SKILLS
  • Spoken communication
  • Body language
  • Face-to-face communication
  • Written communication
  • Obtaining and retaining important customer information
  • Telephone skills
• APPROACHING THE CUSTOMER
  • Expressing empathy
  • Offering an appropriate greeting
  • Making customers "feel special"
  • Remembering the value of long-term customers
• EMPOWERMENT MEANS CUSTOMER RETENTION AND REFERRALS
  • Using common sense
  • Taking responsibility
  • Why should I want to come back?
  • Effective listening techniques never go out of style
  • Who else do you know who would benefit from our service?
  • Were you satisfied?
• DEVELOPING A WINNING ATTITUDE
  • Handling stress
  • The power of positive thinking
  • Winning back unhappy customers
  • Handling complaints

Who should Attend

Attendees from:

• Senior Vice President
• CEO
• Executive Director
• Vice President
• Regional Vice President
• Managing Director
• Manager
• Area Supervisor