Customer Relationship Management

Customer Relationship Management

Duration: 1 Day

The major factors associated with winning and retaining customers are now, more than ever before, based on the standard of the personal service they receive as much as the product and price. Staff who have direct contact with customers need to have a strong understanding of what distinguishes exceptional service and how to communicate a message of superior care and understanding. Customer Relationship Management (CRM) is regarded as an important skill in the battle to build customer loyalty and deepen the relationship through cross-selling other products based on real need. The course will assist staff who are client facing enhance their skills and arm them with the tools to improve customer service.

Course Designed For

All staff who work directly or indirectly with customers either on the phone or in person

Objectives

How will you and your organisation benefit…

Upon completion of this course you will be able to:

• Recognise the importance of CRM to business success
• Identify where CRM fits in to the product and brand
• Understand the retention and economic benefits of CRM
• See how your customers view your service delivery
• Move to a best practice model by exploiting CRM
• Build and implement a model for CRM excellence

Course Outline

• How to analyse the relationship you have with your customers
• Identifying opportunities to develop relationships
• Promise v delivery
• Five measures by which customers assess service
• Bending the rules to deliver the service your clients want
• Using personalities and individual styles in customer service
• Policy v Regulation
• Handling complaints – an opportunity for service recovery
• Using all medias proactively
• Maintaining a consistent approach
• Develop client relationships for business development

Further Development

• Effective Communication
• Assertiveness
• Influencing, Persuading and Negotiating
• Conflict Management