Customer Relationships

This CPD accredited course is an excellent opportunity for you to gain a thorough understanding of your customer experience. Putting you in the position of your customer, you will find out the true meaning of customer relationships; matching familiar sounds and emotions to better support your customers in the future.

You can expect to find out how to make the most of customer feedback and complaints for you to create a relationship based on mutual respect, trust and loyalty. This essential course will give you all of the intelligence you need to create an excellent relationship with every customer that comes into contact with you and your business.

Module 1

• Understand your Customers’ Journey and explore how you fit into their story
• Customers – A journey through the years
• Different communication styles of a Customer – what they mean and how we deal with them

Module 2

• Loyal customer and how loyalty determines the personality of the relationships? 
• Be part of your Customer's story' to start building the relationship
• Have a clear vision and values and understand your customers’ vision and values too.
• Importance of 'Care' in our interactions with our Customers
• Emotional intelligence

Module 3

• Recruit your customer service team wisely
• Train your team to be ready for your customers
• Importance of Internal customers – connection with the external customers 
• New customers vs existing customers
• I.A.M.M concept
• Create a brand that reflects your personality

Module 4

• Communication skills
• Presentation skills
• Sales skills

Module 5

• The right initiatives lead to success – Prioritise to stay effective
• Work under pressure – how to build and manage different customer relationships at the same time
• Listen to feedback and complaints to your advantage
• Commitment wheel