Microfinance CRM and Customer Service Excellence

At the end of this training participant shall be able to:

• Develop skills for generating customer satisfaction and customer loyalty
• Understand the importance of customer follow-up and feedback
• Convert prospects into customers and cultivate a long-lasting relationship with them
• Utilize various metrics and tools such as customer lifetime value, churn rate, customer service satisfaction rate, etc.
• Inculcate persuasive communication skills
• Learn to effectively resolve customer complaints
• Successfully retain customers and achieve repeated sales from them

Content

CRM

• Generations of CRM: functional CRM, social CRM, etc.
• Customer value
• Strategic CRM
• Customer service management as a part of CRM

Overview of Customer Service Management

• Types of customer needs
• Customer values
• Types of customer services
• Customer service channels
• Training for customer support-tips and tactics
• Team building for success

Customer Service Management Strategy

• Identifying customer touchpoints
• Setting up customer service KPI’s
• Building a reliable feedback system
• Understanding customer journey
• Customer portfolio management

Technological Tools for Customer Service Management

• Customer lifetime value
• Customer perceived value
• Developing customer loyalty
• Data mining
• Salesforce automation

Marketing of Services

• Relevance of customer service in hospitality, banking
• Understanding service customer and delivery process
• Common encounter situations
• Positioning of services
• GAP model of service quality

Customer Service in Microfinance bank

• Online supply chain management
• Customer relationships on the internet
• Rating and reviews
• E-commerce service tools
• Case study

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participants will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.