Training Module

Customer Relationship management

Target Group

• The module has been developed keeping mixed group of employees in mind. The group is a mix from illiterate to Post Graduate and professionally qualified and are capable of analyzing the learning and converting it into regular practice.

OBJECTIVES

• The objective of the module is to provide an understanding of how and why the CRM is necessary and how to develop a good and harmonious Customer Relationship

Result to be achieved at the end of the program

• Self - Awareness.
• How teams are formed.
• Understanding the team and the importance of having a team.
• Role and contribution of each members towards the efficiency of the team.
• Importance of listening towards the self development and team effectiveness.
• How to deal with different situations without coming in conflict?

Duration of the Module

• 16 hours of: 3 x 40 minutes session with a break of 15 minutes after each session and concluding session of question hour.

Medium of instruction

• Hindi

Mode of conduct

• Lecture with a mix of discussion, brainstorming and role play.

Feedback session

• To be based on the questionnaire prepared on the contents covered during the training sessions.

Contents of the module

• An introduction of self
• How to understand self better
• Define needs of self
• Define the needs of the Customer
• Relate self needs with others
• Assimilate the self needs to a team (Self, colleagues & Customer) need
• Identify the goal
• Exercise – on how to make a team and define the goal, plan for its achievement
• Change the role of each and describe the difficulties faced by each
• Do a self evaluation of the role played by each till date and draw a flowchart how he intends to play a active role in his team’s achievement
• Summary with Question / Answer session