Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
The rise of the Internet, of price-comparison websites, Peer-review websites, and especially Social Media has transformed the business environment globally. Traditional points of differentiation have been eroded by search, tap, and click. Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation. To win under these new rules, organizations have no choice but to become truly customer-focused.
Learning Objectives
Describe the importance of the leader as a role model for customer service excellence
Establish the importance of setting and reviewing customer service standards
Describe techniques to motivate teams and individuals for peak performance
Develop effective communication strategies to promote team building
Evaluate surveys to accurately monitor customer satisfaction
Design a realistic and challenging customer service employee training program
Create a customer-centric organization using design thinking, and develop strategies to reduce bureaucratic processes and support innovation.
Observe and understand the needs of customers, develop fast experiments and prototypes with users, and develop prediction markets.
Gain cutting-edge insights about the sources of customer satisfaction and brand personality.
Create a culture of innovation that harnesses the creativity of your customers and employees.
Who Should Attend
This training course is suitable for a wide range of professionals but will greatly benefit:
Sales Managers
Customer Service Managers
Team Supervisors
Frontline Customer Service Representatives (CSR)
Account Managers
Field Service Representatives
Department Managers
Marketing Managers
C-level and senior executives
Course Outline
Day 1 — Creating a Customer-Focused Organisation
Why is Customer Focus suddenly such a big deal?
The Vision and Mission of a Customer-Focused Organisation
The Roles and Responsibilities of a Customer-focused Manager
The Importance of Presenting a Professional Business Image
Day 2 — Enhancing Leadership and Interpersonal Communication Skills
Supervising the Four Personality Styles
Overcoming Communication Barriers in the Workplace
The Supervisor’s Role in Conflict Resolution and Service Recovery
Facilitation Skills: Managing Group Dynamics
Day 3 — Setting Customer Service Policies and Performance Standards
Deming’s Fourteen Points of Total Quality Management
Traditional Manager vs. TQM Manager
Setting SMART Objectives to Improve Customer Satisfaction
Best Practices: Methods of Measuring and Monitoring Customer Satisfaction
Day 4 — Building High-Performance Teams and Motivating Individuals
The Building Blocks of a High-performance Team
Your Customer Service is Only as Good as Your Worst Employee
The Power of Mutual Support and Cooperation
Building Teamwork with Support and Recognition
Day 5 — Leading the Way to Superior Customer Service
Using Social Media to Engage with Customers
Recruiting, Interviewing and Hiring Quality Personnel
Developing and Implementing Effective Training
The Importance of Attitude and Teamwork
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa sales and marketing courses cover?
The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.
Who should attend a sales and marketing course?
These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.
How long are sales and marketing courses, and where are they held?
Most Al-Khobraa sales and marketing courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can sales and marketing training be delivered in-house for our team?
Yes. Any Al-Khobraa sales and marketing course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.