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1721 April, 2016

Doha, Qatar
Course Introduction:
The ability to profile your customers has become an important skill in todays competitive
and customer-oriented business environment. Customer profiling will give your organization
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
Customer Service & Public

in improving your customer service initiatives.

This training seminar is designed to give delegates the techniques and procedures they
require to gain insight into the behavior of their customers. This insight allows for improved
customer service, increased call center efficiency, added cross-sell and up sell opportunities,
streamlined sales and marketing processes, reduced costs, and increased customer service

Implement innovative customer profiling techniques to drive positive business change

Use customer profiling information to enhance customer satisfaction and promote

Measure and assess the effectiveness of customer service standards

Use customer segmentation to target and strengthen your sales and marketing initia-
Enhance verbal and nonverbal communication effectiveness

Course Objective:
After completing this course, participants will be able to:

Use customer profiling techniques and procedures to increase profitability by Identify-

ing underdeveloped market segments
Describe how to leverage the organization's relationship with the customer base
Utilize customer profiling techniques to design effective customer satisfaction surveys
Employ customer profile information to proactively generate up-selling and cross-
selling opportunities
Set SMART objectives for continuous improvement
Work effectively with each of the four customer temperament styles
Who Should Attend:
Customer Service & Public

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

Course Content:
Module (01) Fundamentals of Customer Profiling Techniques and Procedures
1.1 Seminar overview and learning objectives

1.2 What is customer profiling?

1.3 Breakout session: Advantages and Disadvantages of Customer Profiling
1.4 Understanding the concept of Emotional Intelligence
1.5 The history of temperament profiling
1.6 The Myers-Briggs Type Indicator
1.7 DISC temperament profiling system
1.8 Understanding the four customer temperament styles
1.9 Practical exercise: Determining Your Temperament Profile

Module (02) Customer Segmentation, Data Mining and Market Analysis

2.1 SWOT Analysis
2.2 Benchmarking the best and worst customer service providers
2.3 What is Customer Segmentation?
2.4 Using segmentation for gaining customer insight and market penetration
2.5 Data Mining
2.6 Predictive Modeling
2.7 Customer Lifecycle Management
2.8 Key Account Management strategies

Module (03) Communication and Interpersonal Skills Development

3.1 Keeping up with changing communication technology
3.2 Body language: How to read a person like a book

Module (04) Customer Profiling Techniques to Enhance Customer Satisfaction & Loyalty
4.1 Breakout session: How to Use Customer Service to Build Customer Loyalty
4.2 Serving internal and external customers
4.3 Customer touch points
4.4 Motivating customers with rewards and in-
centive programmes
4.5 Are you a team player?
Course Content:
4.6 Teambuilding and leadership exercise
4.7 The benefits of measuring and monitoring customer satisfaction
4.8 Best practices for creating a Customer Satisfaction Survey

Module (05) Personal Development for Continuous Improvement

5.1 Your attitude makes a difference
Customer Service & Public

5.2 Setting SMART Objectives

5.3 Practical exercise: Goal Setting
5.4 Practical exercise: Identifying Leadership Traits
5.5 Stress management tips
5.6 Time management skills to improve daily productivity
5.7 Practical exercise: Action Plan

Course Summary & Conclusion

Course Methodology: Course Timing:
Lectures and Power Point Presentation 07:30 to 08:00 Registration, Coffee / Tea
Case Studies and Self Questioner 08:00 to 09:30 First Session
Concepts, Techniques and sharing Practical Experience 09:30 to 09:50 Coffee / Tea, Snacks
Visual Aid (Video Simulation ) 09:50 to 12:00 Second Session
Role Plays
12:00 to 13:00 Lunch Break and Prayer Break
Individual and Group Exercises
13:00 to 14:30 Last Session
Pre and Post test
Individual Assessment During the Class
Troubleshooting Techniques

Course Fees:
The amount of 10900 QAR will be charged for the course fee and
Full Payment is required prior to commencement of the course.
This Rate Includes Participants Manual, Hand-outs, Buffet Lunch,
Coffee/Tea on Arrival, Morning and Afternoon of each day.

Payment Methods:
Bank Name: Commercial Bank of Qatar
Account Name: Qatar Skills Academy
Account Number: 4050-200774-001
Branch: Commercial Bank Plaza Main Branch
Swift Code: CBQAQQA
IBAN: QA64CBQA000000004050200774001

Registration Methods:
Fax: +974 4416 2637

Contact us:
Address: Barwa Commercial Avenue
Building 39, Doha, Qatar
GPS Coordinates: 25.223682 / 51.506324
Tel: +974 4416 1622
Fax: +974 4416 2637