Building Customer Relationships Training

February 27, 2012
9am – 5pm
Ascott, Makati City

Fee: Php 5,000.00 / person plus 12% VAT

Early Registration Payment: Ten-Percent (10%) Discount if PAID thirty (30) days before the training date
Group Discount: Five-Percent (5%) on Three (3) or More Participants

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Objective of the Course:

Build customer advocacy skills as a brand differentiator.
Develop strong customer relationship skills to bring your customer experience strategies to life.

Who must attend:

Executives & Owners, Marketing and Sales Executives
Customer Service Representatives
Professionals who work as Technical Support, Hot Line or Help Desk
Administrative or Sales Assistants

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Course Outline

What is Customer Relations?
Importance of Customer Relations – Quick Insight to CRM
Building Blocks of Customer Relations
Building Effective Customer Relationships
- Communication Skills
  - Communication Process Simplified- Elements
  - “Am I making myself clear?” – The Command of the Sender
  - “Let me understand..”-The Interpretation of the Receiver (encoder – decoder)
  - The Power of Questions
  - Intended Outcome – the ability to use “persuasion”
  - Verbal and Non-Verbal Communication
- Relationship Skills
  - Building Trust – why is trust important?
  - Partnering Roles – who are your company’s stakeholders?
  - Building Client Relationships – how do keep your customers loyalty?
  - Conflict Management – how well do you manage conflict? (use something similar to
  - Thomas-Kilmann model)
Open Consultation

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Redentor M. Magno

Red was a graduate of Far Eastern University (FEU) with degree of BS Mass Communication Major in Theatre Arts and the Ateneo de Manila with degree of BS Management, he has participated in major training seminars and workshops locally like Leadership Workshop, Coaching and Development, Interactive Management, HR Orientation and Ethical Management Workshop and many others.

Currently, Red handles and conducts the training needs and seminars of 8zone Business Concepts and Sekurita Systems.

Has worked as a Consultant for Vazquez Building Systems and Head of ScanAsia Overseas for Food Services Department and Speechpower Philippines.

A regular guest and resource speaker of GMA Network on Housing, Network Marketing (Ethics and Legalities, Business Models).

He was also the District Manager of Glaxo Wellcome were he trained and developed highly competent and value driven Medical Representatives.

As a Theater Actor, he was the Resident Actor/Director of Bulwagang Gantimpala of the CCP, Associate School Teacher for Visual Arts of the St Scholastica’s College in Manila.

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Banco de Oro (BDO)

Account Name: AGUILA GROUP COMPANIES (AGC) DEVELOPMENT CORPORATION

Account Number: (Peso) 00 222 800 0844

Bank Address: East Mansion Townhouse, Elisco Road, Sto Rosario, Pateros

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