Spearhead Training > In-company Sales > Relationship Management Training Course
Relationship Management Training Course
the sure strategy for building business
Duration - 1 Day
In fiercely competitive markets where products and services are similar, putting the customer first is a sensible strategy for building the business. Satisfied customers return and tell others. Most businesses intend to provide good service but this is not easy to achieve in practice. How can the manager ensure that good customer service will prevail throughout his/her organisation? What are the simple practical steps that lead to quality products and excellent service? This programme answers these questions. The programme is very participative and gets delegates to address these issues in a practical way that clarifies the relationship between customer care and overall business strategy. Examples show how a customer relations programme can be central to the business. The course method is by tutor led discussion with a series of individual and syndicate exercises and case studies. Delegates will be encouraged to build a personal action plan that can be applied to their business.
This training course is available as an in-company option only. We can also tailor this course or create a bespoke training course for you.
Programme Contents
• Achieving Sustainable Competitive Advantage
Through Customer Relations Management
• Backgrounds and Benefits
- Some Startling Statistics
- What Customers Expect
- Why Retaining Customers is Harder Than Ever
• Who Are Your Customers?
• Assessing Your Own Customer Relationship Performance
- The 10 Characteristics of Your Service
- People and System
- Using Gap Analysis
- Getting Down to Detail
•The Common Causes of Failure and How to Avoid Them
• Implementing a Customer Relations Programme
- Planning the Strategy
- Total Management Commitment
- Knowing Your Customers
- Standards of Service
- Staff Requirements
- Keeping it Going
• The CRM Champion
• Motivating People to Care for Customers
• Measuring Customer Satisfaction
-The Problems and The Solutions
- Designing a Customers Satisfaction Survey
• Dealing With Customers Face to Face
-The Essential Skills and Attitudes
- Knowing How to Respond and Handling Complaints
• Deciding What Training Is Needed
• The Importance of Team Work
• Action Planning