This GLOMACS Customer Profiling Techniques & Procedures training seminar is designed to give participants the techniques and procedures they require to gain insight into the behavior of their customers. In any industry, the first step to finding and creating profitable customers is determining what drives profitability. This leads to better prospecting and more successful customer relationship management. Effectively profiling your customers helps define what makes your company unique as compared to other businesses in your industry.

The ability to profile your customers has become an important skill in today’s competitive and customer-oriented business environment. Customer profiling will give your organisation the ability to better understand your existing customer base and identify potential new business opportunities. Customer profiling, coupled with marketing analytics, provides key customer insight that can help customer service, sales and marketing professionals increase profitability and customer loyalty. In addition, customer profiling information can be pivotal in improving your customer service initiatives. This GLOMACS Customer Profiling Techniques & Procedures training course will give you the skills to increased call center efficiency, streamlined the sales and marketing processes, and increased customer service satisfaction.

• Implement innovative customer profiling techniques to drive positive business change
• Use customer profiling information to enhance customer satisfaction and promote loyalty
• Measure and assess the effectiveness of customer service standards
• Use customer segmentation to target and strengthen your sales and marketing initiatives
• Enhance verbal and nonverbal communication effectiveness

At the end of this GLOMACS training seminar, you will learn to:

• Utilise customer profiling techniques and procedures to identify underdeveloped market segments
• Design effective customer satisfaction surveys
• Employ customer profile information to proactively generate additional sales
• Set SMART goals for continuous improvement
• Work effectively with each of the four customer temperament styles

This GLOMACS Customer Profiling Techniques & Procedures training course is highly-interactive and encourages delegate participation through a combination of lectures, group discussion, practical exercise, case studies, and breakout session designed to reinforce new skills. This comprehensive training course manual has been designed to be practical, easy to use and facilitate learning. Delegates will gain the skills and motivation they need to create long-lasting change.

Here are just some of the many valuable benefits to your organisation:

• Improved professional image and brand recognition
• Increased customer satisfaction and retention
• Enhanced inter / intra departmental communication effectiveness
• Increased profitability through improved market customer segmentation
• Greater market insight and penetration for products and services
• Improved marketing efficiency

After attending this GLOMACS training course, you will acquire:

• Enhanced leadership and communication skills
• Increased job satisfaction
• Insight into their individual temperament style to optimize strengths and manage weaknesses
• Improved negotiation and conflict resolution skills
• Improved time management skills to improve daily productivity
• The ability to quickly and accurately identify the four temperament styles

This GLOMACS training course is suitable to a wide range of professionals but will greatly benefit:

• Customer Service Professionals
• Team Leaders & Supervisors
• Administrators
• HR & Training Professionals
• Accounts Personnel
• Sales & Marketing Professionals
• Public Relations Personnel

DAY 1  

Fundamentals of Customer Profiling Techniques and Procedures

• What is Customer Profiling?
• Advantages and Disadvantages of Customer Profiling
• Account Profiling and Strategies resulting
• The History of Temperament Profiling
• The Myers-Briggs Type Indicator
• DISC Temperament Profiling System
• Understanding the Four Customer Temperament Styles

DAY 2

Customer Segmentation, Data Mining and Market Analysis

• SWOT Analyses
• PESTLE Analyses
• What are the benefits of Customer Segmentation?
• Using Segmentation to Gain Customer Insight and Market Penetration
• Data Mining
• Predictive Modelling
• Customer Lifecycle Management 

DAY 3  

Communication and Interpersonal Skills Development 

• Eliminating the Roadblocks to Effective Communication
• The Importance of Understanding your Customer’s Body Language
• Identifying your Customer’s “Preferred Learning Style”
• Active Listening and Questioning Skills to Improve Communication Effectiveness
• Tips for Giving and Receiving Feedback
• Harnessing the Science of Persuasion
• Building Compelling Value Propositions

DAY 4  

Customer Profiling Techniques to Enhance Customer Satisfaction and Loyalty   

• Serving Internal and External Customers
• Moments of Truth
• WOW Factor: Customer “touch points”
• Motivating Internal and External Customers
• The Benefits of Measuring and Monitoring Customer Satisfaction
• Best Practices for Creating a Customer Satisfaction Survey
• Your Attitude Makes a Difference

DAY 5  

Personal Development for Continuous Improvement

• Kaizen, the Japanese Art of Continuous Improvement
• Developing your Action Plan
• Setting SMART Goals
• Common Traits of Successful Leaders
• Stress Management Techniques
• Time Management Skills to Improve Productivity

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.

In Association With

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients

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All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

P.O. Box 74653, Dubai, United Arab Emirates
Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.com