Customer relationship management and centricity programme
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This 3-day course aims to provide participants with an understanding of customer relationship management (CRM) skills and how to apply them in their organization. The course will help participants develop CRM strategies for various customer groups, and create a strategic CRM master plan and action plan for their organization. The 12 modules will cover topics such as understanding customers, marketing, sales effectiveness, service quality, and complaint handling. The course is suitable for frontline staff, sales and marketing executives and managers, and customer service teams.
Customer relationship management and centricity programme
- 1. Course Objectives Course Overview This program has been developed specifically • A clear understanding of for the participants to acquire the knowledge of how to develop and apply skills of Customer Relationship Management CRM skills within the (CRM). organisation. This program provides professionals with the •To develop and build CRM information they need to build customer strategies with various relationships effectively. customer groups suitable for the organisation • To develop a Strategic CRM Master Plan and CRM Action Plan. Aims Asia Sdn Bhd Unit 807, Level 8, PJ Tower, AMCORP Trade Centre, No 18, Jalan Persiaran Barat, 46050 Petaling Jaya Selangor D.E. Office Telephone No : +603-7957 9155 Fax No : +603-9173 3855 Email Address : sriram@aimsasia.net
- 2. 100% HRDF CLAIMABLE PROGRAMME Course Contents Who Should Attend • Front-liner Staffs • Sales & Marketing Executives • Sales & Marketing Managers • Customer Service Staffs • Customer Services Team Leads Module 1 : Understanding Module 7: Exceptional Customer Excellent Customer Service Service Through The Telephone Module 2: Competitive Module 8: The Importance Of Environment Service Strategy Communication Skills Module 3 : Understanding Your Module 9: Good Listening Skills Customer Module 10 : Defining The Levels Of Module 4 : Discovering The Service Umbrella Of Marketing Module 11: Handling Complaints And Module 5 : Defining Sales Difficult Behavior Effectiveness Module 12: Exceptional Customer Module 6 : Competitive Marketing Service Through The Telephone For A Borderless World
- 3. TRAINERS BIO Dr. John Thava K. He is one of the few in the world that holds two doctorates. His first doctorate is in Engineering (Engineering Business Management) – “People, Process and Systems’ Transformation” from University Technology Malaysia, Skudai, Johore. His second Doctorate is in Business Administration on the topic – “Intellectual Capital, Strategic Agility, Competitive Strengths and Operational Effectiveness as Antecedents to long term Organizational Growth of GLC’s and MNC’s” from the University of Newcastle, New South Wales, Australia. He also holds multiple Masters Degrees with various specialization such as M.Sc. in Engineering Business Management for Warwick University, UK, MBA in Management from Curtin University of Technology, Perth, Western Australia and an MBA in Strategic Marketing from University of Hull, U.K. quest for professional excellence can be seen by his involvement and fellowships with the Chartered Management Institute, UK and the Chartered Institute of Marketing, U.K. He is also a member of the Institute of Directors, UK., Member of the Chartered Institutes of Logistics and Transport, U.K., Member of the Project Management Institute (PMI) - USA, Member of the American Society for Training and Development (ASTD) - USA and Member of many Malaysian Professional bodies including Malaysia Institute of Directors (MID), Malaysia Institute of Management (MIM), Institute of Marketing Malaysia (IMM), and Institute of Public Relations Malaysia (IPRM). He is today well knowledge as a management consultant, professional trainer and coach for diversified industries and setting such as banking, telecommunications, hospitality, insurance, transport and logistics, oil and gas, advance manufacturing, assembly, packaging, clubs and recreational centre. His consultation and facilitation include companies like Bank Negara Malaysia, United Overseas Bank, Citibank, Telekom Malaysia, Celcom, Maxis, Sabafon, Mobily, Four Seasons Hotel, Hyatt Hotel, Renaissance Hotel, Prudential, AIA, Petronas, Sime Darby, Perbadanan Nasional Berhad, Golden Hope, TV1 & TV2, Filem Negara Malaysia, Nestle, General Motors, NAZA, Tenaga Nasional Berhad, Northport, Angkatan Tentera Malaysia and etc. He has provided strategic insights to both Board of Directors and Operational Directors including Group CEO’s, Executive Vice Presidents, Vice Presidents, Senior Managers and others on transformation, management of change, competitive sustainability and agility including specific areas of Strategic Business Planning, Human Talent Development, Corporate Re-Imaging and Branding, Customer Centricity, just to name a few. He currently holds the chair of Hon. Director General of Malaysia Institute of Directors and is both an Associate Professor and visiting dean in local universities. He has been a global speaker in many conferences worldwide including those organized by Marcus Evans, Lexus Nexus, Asia Business Forum, ASLI and etc. He has also conducted specialized workshops for Board of Directors from both MNCs and GLCs including workshops organized by the Securities Commission of Malaysia and Bursa. In conclusion Dr. John Thava.K have more than 20 years active exposure and hands-on experience from both Asia Pacific and Europe to share with his clients and audiences that only a few can really measure up to and truly provide strategic insight to transformational change and improvement through people, process and systems (PPS).
- 4. For more details and information on this course or any other courses that we offer, please feel free to contact us : - Aims Asia Sdn Bhd Unit 807, Level 8, PJ Tower, AMCORP Trade Centre, No 18, Jalan Persiaran Barat, 46050 Petaling Jaya Selangor D.E. Office Telephone No : +603-7957 9155 Fax No : +603-9173 3855 Email Address : sriram@aimsasia.net