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       Download:     Course Outline (.PDF 116kb)

             Early Bird Deadline          CGBP                              

presents


THURSDAY & FRIDAY, FEBRUARY 16 & 17, 2023
1:30PM TO 4:45PM * via zoom logo





Program Structure and Outline


The Program is delivered using a combination of instructor-led lectures, case study and exercises on practical implementation of the concepts discussed within the training. The topics presented below
define the areas of focus under the program:


OVERIVEW OF CUSTOMER RELATIONSHIP MANAGEMENT

     - What is CRM?
     - Why do businesses need CRM?
     - Supplier - Organization – Customer Focus
     - CRM drive to be Proactive (FWD Brand Value)


THE ANATOMY OF COMPLAINTS

     - What is a complaint?
     - Why do customers complaint?
     - Typical insurance related complaints


COMPLAINTS MANAGEMENT FRAMEWORK

Module 1: Detection and Analysis
     - How to detect/ identify a complaint?
     - Classification Level of a Complaint
     - Complaints Analysis (Understanding the Complaint)

Module 2: Analysis of Causes
     - Root Cause Identification (Root cause tools)

Module 3: Complaints Resolution
     - Responding to a complainant with solutions
     - Effective presentation of the solution
     - Communication Ethics
     - Drafting the response (written complaint)
     - Business Writing skills


EFFECTIVE CUSTOMER COMPLAINT FEEDBACK

Module 1:
     - Handling customer objections
     - Tips on handling & over coming objections
     - Effective negotiation skills

Module 2: Turning Complaints to Compliments
     - Recovering a dissatisfied customer
     - Using complaints as opportunities
     - Using Customer feedback process



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*
Training investment inclusive of an e-certificate and a printed learning material

      P 4,880 (when you register and pay on or before January 16)
      P 5,880 (when you register and pay after January 16)


*Optional: Add P450 for a printed copy of a certificate of completion inclusive of delivery charge



CLICK HERE TO ENROLL NOW!
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CGBP also accepts in-house training and consulting for individuals, families, and corporate clients
You may call Center for Global Best Practices:
Manila lines: (+63 2) 556-8968 or 69; telefax (+63 2) 842-7148 or 59
We invite you to check our website www.cgbp.org for a complete list of Best Practices Programs




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