Competitive market forces and changing customer expectations are presenting real challenges to customer loyalty and retention in the telecoms market.

This practical course offers insights, strategies and techniques for building customer loyalty.  It provides a thorough overview of CRM systems and their role in meeting customer expectations.

You will learn practical and proven solutions for increasing customer satisfaction and customer value.

Why should you attend this course?

Complete this highly practical course and you will be able to:

• Understand the fundamentals of customer loyalty and how customer expectations are evolving and recognise key customer groups and their needs
• Map the structure of the CRM system and customer interface and understand the role CRM plays in building customer loyalty
• Understand the key communication skills required for best practice customer service, the  factors affecting customer dissatisfaction and efficient complaint handling
• Put into practice churn management procedure to proactively retain customers
• Access and navigate the CRM system and ensure the capture of accurate customer data and protect the security and integrity of the system
  

Course Summary:

• Customer Loyalty within the evolving telecoms market
• The CRM System
• Using CRM to enhance the customer experience
• Keeping the customer happy and minimizing churn

For a detailed programme click here.

Who Should Attend this Course?

This course is targeted at both general business practitioners and functional marketing specialists in national and international fixed and mobile telecoms providers.

A basic understanding of marketing in the telecoms environment would be advantageous but is not essential.

In-house Options

This course is available as an in-house option delivered at a date and location convenient to you. more…

Want to learn more?

Contact our training specialist on:
Tel: +44 020 7017 5614
Email: training@telecomsacademy.com