Customer Relationship Management (1 day)

Course Overview

The ability to handle a variety of customer situations and issues is fundamental to providing effective customer service in business-tobusiness relationships; organisations need individuals with the right relationship skills to satisfy these demands.

Audience

Anybody in a sales or business development role who needs to improve existing customer service skills and develop new techniques to enhance the customer experience.

Skills Gained

Delegates will learn how to:

• Enhance existing customer service skills and develop new techniques to improve your customers' experience.
• Understand your own impact on customers and identify ways to improve it.
• Understand the characteristics of 'The Likeable Organisation' and apply them.
• Utilise a 'toolkit' that will enable you to build customer relationships.
• Measure the importance of CRM for business success.
• Identify how effective CRM will improve business performance.

Course Outline

• Relationships with existing customers - how healthy are they; how do we identify how they feel about us?.
• Contrasting successful and difficult customer relationships - what can we learn from successful relationships to improve the difficult ones?.
• The principles of exceptional customer service - what it takes to provide exceptional customer service.
• "The Likeable Organisation" - what it is and how to enhance your personal attributes to achieve.
• Personal qualities required to build effective customer relationships.
• Key communication skills.
• Handling difficult, demanding and complaining customers - understanding a technique to help in these difficult situations.
• Role of transactional analysis in customer relationship management - what might be happening between the customer and ourselves that causes conflict.
• Balancing our needs to increase income from customers with improving customer relationships.
• The key stages of customer relationship best practice -self-assessment and development areas.

Customer Relationship Management (1 day) / CS-CRM