A. CRM & Customer Psychology

• Focus of CRM
• Importance of CRM in business
• Benefits of CRM
• Customer Psychology, Behavior & its influence on business

B. Grooming and Etiquettes

• Understanding CRM Etiquette
• Meeting & Greeting the Customers
• Telephonic Etiquette for CRM
• Handling Customer Queries
• Handling Irritated Customer
• Customer Relationship Management

C. Empathy

• How can we define Empathy
• Scenario Study
• Components of Empathy
• How to develop this Skill
• Empathy & Customer Service
• Benefits of Empathy on Customer Satisfaction
• Empathy Statements for Customer Service
• Activities based on Empathy

D. Listening Skills

• Listening
• Listening is not the same as Hearing
• Purpose of Listening
• Art of Listening
• 6 Distinct Components of Listening
• 3 R's of Listening
• Signs you are a Bad Listener
• 10 Active Listening Skills fr Customer Satisfaction
• For Effective Listening
• Scenario Study

Activites for Listening Skills

E. Summarization Skills & Paraphrasing

• Paraphrasing
• Advantages of Paraphrasing
• Process of Paraphrasing
• Summarization VS Paraphrasing
• When to use Paraphrasing
• Theory

Activities based on Summarization

F. Telephonic Skills

• What is Telephonic Etiquette at work?
• Why is Telephoic Etiquette important in business
• 7 Effectie Telephone Etiquette Tips & Tricks
• Great Customer Service in 6 steps
• Top 15 mistakes made by Customer Service Professionals

Implementation of Telephonic Conversations

G. Persuasion / Convincing Skills

• What are Persuasion Skills?
• Persuasive Skills in Customer Service
• Barriers
• Ways to develop Influencing/ Persuasion Skills
• 6 Key essential Influencing Skills
• Activity based study

Activities based on Influencing and Persuasion

H. Handling Customer

• Why Handling Customer is a Critical Skill
• How do these Skills impact your bottom line
• 5 steps process to handling customer complaints
• Effective Customer Handling Skills
• How to deal with difficult customers
• Implementation of Customer Handling

A. English Language Skills

• Advance English Sentence Making
• Prepositions based MCQs
• Find Correct Error – Sentence Construction
• Word Meanings based MCQs
• Read and Repeat
• Listen and Tell
• Picture Description

A. English Language Skills

• Advance English Sentence Making
• Practice Grammar
• Vocabulary Building

B. Written Communication Skills

• Fundamentals of WC
• Writing the Plan Sheet
• Writing E-Mails
• SMS + WA Messages
• Notice & Circulars

C. Spoken Communication Skills

• Speaking with Confidence
• Fluent Speaking
• Formal Conversation
• Mobile Etiquettes
• Meeting Etiquettes

D. Listening Skills

• Listening to Understand
• Listen & Answer
• Listen Different Accent