SCR-103     Effective Marketing & Customer Service Intensive Workshop

  • Overview
  • Course Objectives
  • Course Content
  • For Whom
  • Schedule and Hours
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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.
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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​
  • Marketing Tools
  • Market Segmentation, Targeting, and Positioning
  • Product & Services Strategy
  • Pricing Products
  • Place (Distribution)
  • Promotion (Integrated Marketing Communication)
  • Customer care​Section 10:  Customer Service
  • Service Quality Mindset
  • Making a Difference
  • Understanding Your Customer
  • Communication Style
  • Handling Unhappy & Difficult Customers
  • The Service and Solution Provider
  • Action Plan
Front-liners, Sales & Marketing Executives, Customer Service personnel and support staff.
This is a ​2-days programme.
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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.