Customer Relationship Management
- 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.
What to expect
- Courses never cancelled .
- Restaurant lunch .
- Last minute rescheduling .
- 24 month delegate support forum .
- And more... .
Upcoming start dates
Choose between 49 start dates
Upcoming start dates
Suitability - Who should attend?
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.
Training Course Content
Personal Awareness
Self-perception inventoryRecognising the effect you have on others
Building on strengths, addressing weaknesses
Relationship Management
Developing relationshipsAttitude, 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 effectivelyThe 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 riskTaking 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 logicGaining commitment
Building trusting relationships
Making a case appealing to logical or emotional responses
Internal Links
Working with a sales teamAgreeing 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 ExpectationsIdentifying 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?Expenses
List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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