“Make every interaction count, even the small ones. They are all relevant.” - Shep Hyken
SCR-103 Effective Marketing & Customer Service Intensive Workshop
Schedule and Hours
Everyone says it is cheaper and easier to keep existing customers than to win new ones. You would not want to lose your customers to competitors or give them an excuse to leave you. Customer service plays an increasingly important role in modern day businesses. This programme provides an excellent opportunity for front-liners and support staff to learn the key elements in delivering great customer satisfaction. Application of these important knowledge & skills will enable improved relationship as well as bottom line results for the organisation.
Explain the fundamentals of strategic marketing
Appreciate the current marketing practices
Identify the key steps in marketing planning
Identify the major components in developing marketing strategies
Analyze the types of marketing tools appropriate to the organizations
Compare and contrast the marketing activities of organizations in different market segments
Describe the importance of customer care in marketing
Differentiate the service needs of a customer and match appropriately with service deliverables.
Use appropriate steps to deliver quality customer service in a tactful and effective manner.
Enhance interpersonal and human relation skills with customer when delivering service quality.
Practise effective communication techniques.
Strategic Planning, Business Plan & Marketing Plan
The Contemporary Trends
Market Segmentation, Targeting, and Positioning
Product & Services Strategy
Promotion (Integrated Marketing Communication)
Customer careSection 10: Customer Service
Service Quality Mindset
Making a Difference
Understanding Your Customer
Handling Unhappy & Difficult Customers
The Service and Solution Provider
Front-liners, Sales & Marketing Executives, Customer Service personnel and support staff.
This is a 2-days programme. This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
We are HRD Corp (Human Resource Development Corporation) Registered Training Provider. All of our training modules are claimable under HRD Corp.