Technical and Administrative staff are often not involved in the front-line activities of winning business and customers for the organization. However, fulfilling the promises and expectations built in the minds of prospective external customers is indirectly dependent on the activities and performance of these backend staff.

Even though they may try to put up their best performance, not having an accurate perspective of customer psychology and business value often generates friction in their relationship with customers

The major cause for concern, however, is the fact that any shortcoming in the behavior of these staff is considered by the customer as representative of the whole organization.

This course is aimed at bridging the knowledge and customer management skills gap between the marketing, technical, and administrative staff of the organization.

 Contents

• Understanding customer Valuation
• Principles of Customer Loyalty
• Basis of Customer overt Behavior
• Identifying and Managing Customer personality Differences
• Customer complaints Management
• Listening and Questioning Skills
• Communication Skills
• Conflict Resolution and Management
• Managing Internal Customers
• Case Analysis, Modelling and Role Plays