Customer Relationship Management Training | Customer Service Training
Course
In Cardiff
Description
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Type
Course
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Location
Cardiff (Wales)
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Duration
1 Day
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Start date
Different dates available
Delegate pack consisting of course notes and exercises Manual Experienced Instructor Refreshments
Facilities
Location
Start date
Start date
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 8 years
Subjects
- Management
- IT
- Customer Service
- Customer Relationship Management
- IT Management
- Customer relationship
Course programme
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
Additional information
- Customer Service Managers, Team Leaders and Supervisors are recommended to attend
- Increase the credibility of how you communicate with your customers
- Individuals will learn how to apply an effective approach to handle difficult situations
- GUARANTEED LOWEST PRICE IN THE INDUSTRY
- Use the appropriate words and actions to ensure your customers stay loyal
- Courses delivered by world class Customer Service training instructors in luxury venues
- Building and Retaining Customer Relationships includes material and manuals
- Book Online or Call 01344 203999 to speak to a Customer Service training advisor today
Customer Relationship Management Training | Customer Service Training