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Customer Relationship Management

in Capita Learning and Development (England)

Classes Course

Place:

London

Price:

£499 + VAT Special offers 

Duration:

1 Day

Start:

27/05/2009 calendar
See course programme

Requirements:

n/a.

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Course objectives:

For anyone in a sales role, this course will enable you to development/improve your existing customers' skills and develop now techniques to improve their experience. Understand how CRM can improve on your businesses performance.

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Course details

Type Course Duration 1 Day
Method / place Contact course provider Classes in London where
Suitability For all those in a sales or business development role who needs to improve existing customer service skills
Course objectives For anyone in a sales role, this course will enable you to development/improve your existing customers' skills and develop now techniques to improve their experience. Understand how CRM can improve on your businesses performance.
Requirements
n/a.
Price £499 + VAT
Special offer + Support
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Course programme

Customer Relationship Management
The learning objectives include:


  • 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 content:
    Defining the relationships we have with existing customers. Evaluating successful and difficult customer relationships Exceptional customer service – what are the principles. Becoming “The Likeable Organisation” – How to enhance your personal attributes. Personal attributes required in building strong customer relationships Important communication skills. How to handle the difficult customer The role of transactional analysis. How to increase revenue while improving customer relations CRM best practices as well as self-assessment and development. Balancing our needs to increase income from customers with improving customer relationships. Role of transactional analysis in customer relationship management - what might be happening between the customer and ourselves that causes conflict.
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    Venues and dates



    Where London, 17-19 Rochester Row see map
    When Start: 27/05/2009 Finish: 27/05/2009 See calendar
     
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    On Capita Learning and Development

    Provider description
    UK Training and Development - Capita Learning and Development, the leading provider of specialist training within the UK. Find a wide range of training courses to suit you business needs including HR, Employment Law, Leadership and Management training, Sales, Marketing and Customer service, Information Technology, and Professional Office Administration.
    Advantages of studying with Capita Learning and Development
    Our main focus is to help organisations become more effective, more productive and more profitable through having a highly committed and motivated workforce. Our training services are often used as a catalyst for change, helping to improve and modernize organisational skills and behaviour to support business objectives.
    Transforming people, inspiring change
    Course provider history
    We have over 80 years experience training individuals and organisations in all sectors and are able to deliver training programmes nationwide, with over 100 training courses, events and accredited training courses delivered throughout the year. We manage the design, administration and delivery of over 5,000 in-house training course events, providing training and development for around 40,000 people. We have achieved both ISO 9001:2000 certification since 2003 and Investors in People status.
    Specialises in
    Communication skills, Customer service, Management and Leadership, Project Management, Sales and Marketing, Professional Office Administration, Information Technology and HR Training and Employment Law. we also have a number of accredited and endorsed courses available.

    We also provide tailored training courses through our in-house training and complete out-sourced development programmes.

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