Customer Relationship Management

Who is this course for?

Customer service managers, team leaders, supervisors and key internal contacts for major customers will all find this course relevant.

You may also benefit from our assertiveness training London course.

Objectives

Develop your performance and skills as an effective Customer Relationship Manager; understand the benefits of high level CRM and the part it plays in client retention. Realign your customer service process to meet customers’ values and manage their expectations. Support your team to build excellent customer relationships that lead to lasting loyalty.

Personal Awareness

Self-perception inventory
Recognising the effect you have on others
Building on strengths, addressing weaknesses

Relationship Management

Developing relationships
Attitude, manner and further developing strong business relationships
Client Centred Needs and a Customer Focussed culture
Skills to maximise account potential

Communication Skills

Identifying, assessing and using your own communication style effectively
The communication chain
Avoiding breakdowns in the chain
Conveying information effectively
Dealing with misunderstandings
Effective questioning and listening
Delivering positive messages
Implication of email and the telephone

Moments of Truth and Best Practise tips

How you do it counts: Words to use and ‘no’ without the risk
Taking responsibility for customers and their problems
Right first time complaint handling
Managing and handling conflict and difficult situations
Knowing when and how to break the rules whilst protecting the interest of the business
Exceeding customer expectations.

The Art of Being Persuasive

The use of reason and logic
Gaining commitment
Building trusting relationships
Making a case appealing to logical or emotional responses

Internal Links

Working with a sales team
Agreeing and setting ground rules
Working as a united team
Dealing with conflict
Ensuring open and honest two-way communication

Building Customer Relationships that Lead to Loyalty

Understanding Customer Expectations
Identifying customers’ real needs and issues
Managing complaints and reducing escalation
Achieving ‘right first time’ standards
Customer relationship management
Getting it right: Process, Product, Value and Relationships
Setting performance standards and key performance measures

Taking it forward

What do my customers expect from me tomorrow?

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.