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    Event Profile
    Class/
    Online
    Classroom
    Date June 08, 2018
    Time 9:00am to 5:00pm
    Venue Holiday Inn Singapore
    Orchard City Centre
    11 Cavenagh Road
    Singapore 229616
    Fee SGD 335.00
    For Member
    SGD 318.25
    NoteTwo tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request.
    Other Date(s)1) Apr 25, 2024
    2) Jul 10, 2024
    3) Oct 08, 2024
    Trainer
    Activity
    You may reach us via
    T: 6204 6214
    E: info@ccisg.com
    Alternatively, you may send below details to register
    Contact Person
    Company (optional), Name, Job Title, Mailing Address, Tel, Email

    Participant(s)
    Name, Job Title, Email
    What is quality today may not be quality tomorrow: A high quality product today may have an advantage in the market but in the future, it will be expected in all similar products.

    Putting the customer first is one of the most valuable strategies for building a business. Generating satisfied customers is the best source of word-of-mouth referrals and there is no better salesperson than a loyal customer.

    This Customer Relationship Management (CRM) course will touch on refocusing your business to concentrate on your customers in order to build long lasting relationships that allow you to beat the competition. Participants will learn
    how leadership styles and culture have an impact on deliverance of service.
    Objective
    • Understand the concept of Customer Relationship management
    • Acquire the knowledge and skills of a customer relationship professional
    • Understand the characteristics of 'The Ideal Organisation’
    • Enhance existing customer service skills and develop new techniques to improve your customers’ experience
    • Understand your own impact on customers and identify ways to improve it
    Outline
    1. Customer Relationship Management
    • What is CRM?
    • Benefits of CRM
    • Elements of a good CRM

    2. The Customer Relationship Management Role
    • Role and responsibilities in CRM
    • Skills of an effective CRM professional
    • Building relationships with customers & stakeholders

    3. The "Ideal" Organisation
    • Organisation culture that sets the stage of emphasis
    • Communication barriers that affects delivery
    • Pitfall and roadblock to prevent successful CRM

    4. The Art of Customer Retention
    • Understand customers' needs and expectations
    • The Moment of Truth
    • Strategies to engage and enhance for customer satisfaction

    5. Individual action plan
    • Have an action plan for workplace application; enabling one to implement and improve performance in managing customer relationships
    Who should attend
    Anyone who has to deal with either internal or external customers.
    Methodology
    This is an interactive workshop and the learning methods will include:
    • Sharing
    • Handouts and exercises
    • Group activities and discussions
    • Games and role-play
    Testimonial
    Learnt and received following insight.
    1) Effective communication of company goals, both internal & external
    2) Formulate tools & soft skills for effective Customer Relationship Management.
    Workshop is very engaging with interactive & effective learning.
    Trainer is very upbeat and lively. Able to apply in practical situations.
    UNIWELD PRODUCTS (USA) PTE LTD

    The course is very applicable to my work. Workshop has good balance between discussion and sharing of knowledge. The trainer is bubbly and entertaining.
    National Environment Agency

    Learnt how to apply CRM at work. Clear illustration of ideas and points, Shared relevant experience.
    National Environment Agency

    Very insightful and easy to communicate with.
    Seletar country club

    Insightful! Trainer is very engaging.
    RE&S Enterprises Pte Ltd
    Swing Goh's Profile
    Swing Goh is a Facilitator, Speaker, People Developer and Courseware Designer. As a multi-faceted, resourceful and innovative individual, She has nearly 15 years of experience in hands-on Engineering, Quality, Project Management (manufacturing industry) and Customer Service in multinational corporations as well as multi-industrial sectors.

    The strong ability to work in a multi-cultural and diverse environment gives her an advantage in interacting and relating with working professionals from different background; making her a successful and inspiring facilitator in adult learning.

    Swing facilitates WSQ Employability Skills, Generic Manufacturing and Service Excellence modules) and customized programs. Topics include Basic & Advanced ICT, Communication & Relationship Management, Negotiation Skills Best Practices, Initiative & Enterprise, Problem-Solving & Decision-Making, Root Cause Analysis, Systems Thinking, Critical Thinking, Project Management, Develop High Performance Team, The Facilitative Leader of Self-Managed Team, Manage Cross Functional and Diverse Team, Creative Leadership & Self Development, Enable People, Team Success, Apply Quality System, 5S Techniques, Failure Mode Effect and Analysis, Manage Process Improvement, Lean Six Sigma, Business Process Reengineering, Value Stream Mapping, Provide GEMS, Respond to Service Challenges, Coach for Service Performance, Establish Relationship with Customers, Professional Telephone Skills, Excellent Service Role Model, Personal Effectiveness, Change & Adapt Now! And Time & Stress Management. Her clients, amongst many, include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision and Wine Connection etc.

    She is active in areas of courseware development and consultancy work which includes Training Needs Analysis for corporate clients. She also runs Work Place Literacy (WPL) classes from e2i (Employment and Employability Institute) and STA (Singapore Taxi Academy).

    Swing has a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is also a professional coach in Transformative Coaching; an International Coach Federation (ICF) approved training program.
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