A Four Day Program on
Managing Customer Interactions

Objective:
To provide an understanding of approaches and processes required to managing customer interactions effectively for building long term relationships.
Content:
Service Quality : Meeting and exceeding Customer Expectations
Managing the Moments of Truth
Approach to handling Complaining Customers
Communication and Listening
Relationship Marketing
Methodology
Cases, Lectures , Exercises and group work will be used.
Participant Profile
Executives and managers from either manufacturing or service companies will benefit a great deal from the Program. Managers from Marketing, Co-ordination, Customer Service or Support management will be suitable for the course.
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