Excellence in Customer Management and Communication Skills

In everyday life, we see customers having diverse preferences based on a variety of factors like culture, upbringing, life experiences, and current needs. Indeed, customers' choices can be dynamic and evolve (as per trends, life cycle stages, and technological advancements) beyond just static variations. Understanding and catering to these diverse preferences is crucial for businesses to attract and retain customers effectively. It often involves market research, gathering customer feedback, and adapting strategies to meet evolving needs and individual differences. An impressive interaction or the right message to customers not only creates awareness but also brings about a difference in the customer onboarding experience. Moreover, the digitalization of communication channels has transformed customers' behavior making them more informed, empowered, and discerning. Businesses that can effectively engage with customers by speaking their language, providing authentic practices, and delivering personalized value are more likely to succeed in today's competitive marketplace. In this scenario, marketing communication strategies have to be clear with defined goals, motivated employees, and a positive work culture built on and for customers’ gratification.

Objectives

To impart the following proficiencies in the participants:
• Identification, management, and retention of ideal prospects and profitable customers.
• Analysis of marketing efforts through customer experience, satisfaction, and loyalty.
• Development of strong communication skills to connect deeply with the target customer base.
• Application of apt integrated marketing communication strategy to build customer relationships.
• Contemplation of marketing processes (internal and external) to understand customer journey

Contents

• Fundamental of Customer- Management
• Analyzing a business' communicational data (i.e. social media platforms, emails, live chat, etc.)
• Interpreting and managing the needs and expectations of customers
• Customer Journey – Mapping and identifying pain points
• Customer Experience Management
• How to improve customer service relationships, assist in customer retention, and drive sales growth?
• Email writing skills – Apology email, communication email, etc. Basic structure, Do’s & Don’ts
• Grooming – What to check in the team?
• Telephone etiquettes (for executives in QCM team)
• Customer interactions – How to conduct effectively?
• How to communicate with management?
• Why should you make a monthly report and present it?

Who should Attend?

This course is designed to teach entrepreneurs and marketers who want to focus their marketing strategies on their target audience.If you work in sales/marketing and wants to know:
• How to identify and retain your ideal customer?
• How to woo them with the right content with your communication skills?
• How to convert them into paying customers?
• How to engage with customers?
• How to manage your existing customers?
• Then this course is for you.

Venue & Duration

The programme is scheduled during November 06-08, 2024 on a residential basis at MDI Gurgaon Campus, Mehrauli Road, Sukhrali, Gurugram. Accommodation for participants would be available at MDI Gurgaon Campus from the noon of November 05, 2024, to the forenoon of November 09, 2024.
 

Registration & Fees

Participants should be nominated by their organizations. The enclosed nomination form should be completed and returned with all the details. The fee of the program is Rs. 42,500/- (Rupees Forty-Two Thousand Five Hundred only) per participant which includes a professional fee and all charges for boarding, lodging and supply of course materials during the programme. GST as applicable will be charged extra in addition to the programme fee. Payment should be made by Cheque/NEFT/RTGS.

Discount Policy
With a view to our long-term relationship with your esteemed organization, we are pleased to introduce the discount policy in this programme. The discount will be observed in the following conditions: (discount is applicable in NEPAL also)
• 10% Discount against 3-5 nominations
• 20% Discount against more than 5 nominations

Important Dates

The last date for receipt of nominations is October 23, 2024. The last date for withdrawal of nominations is October 25, 2024. Any withdrawal received after this date will be subject to deduction as per the Institute’s rules. However, substitution may be permitted.
Nominating organizations are advised to await confirmation of acceptance of nominations(s) before sending the participants to the programme venue.

For enquiry, please contact at [email protected] or +91-124-4560008.