Corporate Training for Teams
4.9 (23 Reviews)

Customer Relationship Management

STL, Nationwide
1 day
1 day
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Customer Relationship Management

STL courses

  • 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

  • 24 months post training support included .
  • Tailored and bespoke programme options .
  • Our experienced training and logistics team in the last 23 years have assisted 204,132 people .
  • Over 14,056 organisations trained .
  • We are rated 'Excellent' on Trustpilot and 98.7% of our customers recommend us .
  • Delivery UK wide and international (75+ countries delivered) .

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 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?


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Reviews by course attendees

Average rating 4.9

Based on 23 reviews.
Write a review!
Zita Associate Director
30 Nov 2023

Most useful topic: Personality Traits

Ashley Director
30 Nov 2023

Most useful topic: Personality understanding

Nowsher Associate Director
30 Nov 2023

Most useful topic: Negotiation

1 Northey Street, 2nd Floor, CA House
E14 8BT London


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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