Managing Customer Relationships
Aim
This course will give an understanding about Customer Relationship Management (CRM) as a business strategy that puts the client at the heart of the business and not just as a piece of software. It will look at how effective management of customer relationships will help retain and improve client loyalty and enable personal relationships to be built with each client, based on their unique needs. It will cover how successful CRM implementation should allow Customer Service, Sales and Marketing people (and anyone else in the organisation) to have a holistic view of each and everyone of the clients.
Objectives
By the end of the course, participants will be able to:
- identify the importance of managing customer relationships
- present a positive image of the organisation
- deal professionally and efficiently with customers
- choose the right communication method in different situations
- take responsibility for customer satisfaction
- deal with difficult situations and handle complaints positively
- identify the role of information systems in CRM
Course Content
The course (standard) will cover:
- Managing customer relationships – its importance
- Making the right impression
- A customer-led approach
- Taking responsibility for customer satisfaction
- Effective interpersonal skills and communication
- Handling difficult situations and types of customers
- Understanding and caring about the customer’s problems
- Using CRM systems to give a holistic approach to customers
Assessment
This course is suitable for anybody who has regular contact with clients, both internal and external on a regular basis either face to face or on the telephone
Courses covering customer relationship management can be tailored to meet specific requirements in terms of content and duration.
Entry Requirements
there are no specific entry requirements
