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50 - ACC- Accredited Courses

IBS 505 - Marketing and Customer Service (by IBS, UK)

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Course Description

The growing demands of the high powered global business environment requires new and up to date soft business skills from current and future employees which are necessary requirements to empower any organization. Participants will be able to embark confidently on a successful business career. At the same time, businesses will benefit as their staff engages with topics that are at the forefront of modern day business techniques. In this course participants will be introduced to the vital role customer experience plays in business's success; how businesses can develop positive customer experience; and how they can segment markets and target services.

Course Objectives

  • Identifying different customer segments and their needs
  • Understanding the importance of developing positive customer experience
  • Determining the need to meet relative customer expectations
  • Outlining the role of effective communication with the customers
  • Understanding the importance of planning and organising your daily routine 

Who Should Attend?

  • Managers
  • Team leaders
  • Supervisors
  • Anyone who wants to develop a positive customer experience 

Course Details/Schedule

Day 1

  • Identifying customers
  • Disaggregating large markets into smaller segments 
  • Targeting and positioning a relative products/services 
  • Developing stronger customer segments

Day 2

  • Experience that drive customers' loyalty 
  • Quantification of company's performance on key customer experiences 
  • Benchmarking strengths and weaknesses compared to competitors 
  • On-going measurement of customer experiences

Day 3

  • Different customers hold different types of expectations for products and services
  • Controllable and uncontrollable sources of customer expectations 
  • Similar expectations are similar for different customers 
  • Key issues surrounding customer expectations

Day 4

  • Effective communication and quality of service
  • Handling customers' requests, problems and complaints effectively 
  • Customer Satisfaction 
  • Effective communication with customers

Day 5

  • Planning tasks, meetings, and appointments
  • Maintain a timely record of everyday schedules (to-do-list) 
  • Effective time management
  • Prioritization of daily activities for better resource optimization and higher productivity