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Customer Relationship Management
Face to face / Virtual closed & onsite training. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
Syllabus
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.
Course Syllabus
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?
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
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.
Training formats & Services
Training Formats & Services
Training formats available
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Testimonials
Oxford Immunotec Ltd
Kay Röhrig,
Customer Support Manager & Training Lead
Any further training with Karen welcome
Customer Relationship Management
Express Engineering
Joseph Chalder,
Contracts Engineer
The course was designed for a full day but was only taught in a half a day session. I believe the customer relationship management work book handed out could be condensed to suit the half a day course so everything can be covered in a shorter space of time.
Customer Relationship Management
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