Company Name: Intelligo Solutions (PTY) Ltd Telephone: Fax: Cell Phone: Email: infointelligosolutions.com Website:

Course Title:   Client Relationship Management

Day One

Module 1 – Five Balls

To energise participants.
To demonstrate the value of breaking major projects down into small    goals.
To demonstrate how positive thinking will impact upon results.
To demonstrate effective teamwork.

 

Module 2 – A Sign of the Times – Communication Branding

    Video - Technology Revolution

·         To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
·         To encourage participants to think about the language they use when communicating with customers.
·         To show that all communication tells the customer something about the organisation and that sometimes that’s not the intended message.
·         To demonstrate how brand is affected by every piece of communication leaving the organisation.
·         To analyse a personal experience as a customer and identify the events which created a lasting impression.
·         To consider what influences customers’ service expectations and why expectations differ.
·         To discuss the impact of different expectations and experiences on Customer Relationship Management.

Module 3 – Understanding our Team

    Video – Lord of the Dance
    Understanding behaviour profiles
    Discovering ways to interact with the different behaviour profiles
    Transactional analysis
    To provide participants with a way of understanding behaviour and      improving communication.
        To provide a very basic introduction to transactional analysis.


Module 4 – Introduction to Client Relationship Management (CRM)

    Inside out principle
    To define and briefly explore the concept of Customer Relationship Management.
    To consider the types of data that helps organisations manage their customer relationships and where this can be found.
 

Day Two

 

Module 5 – Creating a Shared Vision

    To agree what success looks like for everyone.
    To establish effective working relationships within groups or teams.
    To create a vision statement for the team.

 

Module 6 – The Sheep Trail – Effective Communication and Continuous Improvement

    To test participants' planning and communication skills.
    To demonstrate the importance of listening and using summary and clarification to check understanding.
    To consider what makes communication effective and the dangers of getting it wrong.
    To energise a group of participants.


Module 7 – Goldilocks

    To test listening skills.
    To illustrate the dangers of making assumptions.
    To encourage participants to think about how they can check their understanding of information they receive


Module 8 – Dune Race

    To identify approaches and ideas that could be used in a Customer Relationship Management (CRM) strategy.
    To develop a strategy based on the information provided about Dune Races.
    To share ideas and thoughts about what makes an effective CRM strategy.


Module 9  - Bring the Cows Home

Skills tested by this teambuilding game:

Analytical thinking, Attention to detail, Problem solving and Teamwork.

Background:

Bringing the Cows Home is a flexible training exercise that has been especially designed to test analytical skills and encourage clear thinking.

In the exercise, teams are provided with a map and brief, and need to work in a structured, logical way in order to identify routes available to the farmer when bringing his cows back to the farm for milking.

Course Title 2 Client Relationship Management Classification Business -> Customer Service Course Requirements Non Price On application Notes

Course Information Location Gauteng - Sandton Course Type Workshop Start Dates February 2012 Length of Course 2 days Final Registration Date Advised on enquiry

Contact Details Name Intelligo Solutions Phone Email infointelligosolutions.com