Customer Relationship Management Training | Customer Service Training

Introduction

This Building and Retaining Customer Relationships course enables you to understand the root cause of customer complaints, manage customers’ expectations of you and your organisation and develop relationships that become long lasting.

This course provides individuals with the appropriate words and actions that are required to ensure that your customers stay loyal to your organisation’s goods, products and services.

Who Should Attend

• Customer Service Managers, Team Leaders and Supervisors are recommended to attend this course.

Course Objectives

On completion of this course, candidates should know the following:

• Understand why your customers complain
• Analyse your customer service process and improve its value to your customer
• Use a variety of techniques to develop a customer-focused culture
• Apply an effective approach to handling difficult situations and people in an effective and professional manner
• Understand how to say ‘no’ but still retain your customers’ custom
• Increase the credibility of how you communicate with your customers

Course Content

Why Customers Complain

• Cause and effect
• Your role and responsibilities
• Creating a customer-focused culture

The Customer Service Process

• Top 10 essential steps
• Right first time complaint handling
• Managing and handling conflict and difficult situations

You’ll Never Believe what they said!

• Best practice tips – words to use
• Saying 'no' without risk
• It’s the way you do it that counts

Understanding Customer Expectations

• Identifying your customers’ real needs and issues
• Managing complaints and reducing escalation
• Achieving ‘right first time’ standards

Building Customer Relationships that Lead to Loyalty

• Customer relationship management
• Getting it right; Process, Product, Value and Relationships
• Setting performance standards and key performance measures

Personal Application Plan

• What do my customers expect from me tomorrow?
• Planning for change