Customer Relationship Management

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Who Will Benefit From This Course?

Managers and staff who have a responsibility or are planning a role in customer relationship management. Also for anyone wishing to gain a greater understanding in customer relationship management. There is no requirement for prior knowledge before attending this course.

What is included in the fee

The course starts by highlighting the origins and benefits gained through customer relationship management. Delegates will also have the opportunity to assess their own organisations customer relationship performance, consider the key characteristics and how to reduce the gap between what is ideally required and the reality today.

Avoiding the common problems associated with failure are examined before moving onto identifying the implementation strategy. In addition the key issues surrounding motivating staff who are in regular contact with customers, measuring customer satisfaction, the key skills required to deliver high quality customer relations management, identifying training needs of staff, and handling complaints are covered during the day.

The programme is run by tutor led discussion with a number of individual and syndicate exercises to enable delegates to build a personal action plan that they can apply to their business.

All course material, lunch and refreshments are provided on the programme.

Course Objectives

- To understand the detailed components of successful customer relationships.

- To know how to develop a plan for implemening a customer relations programme.

- To be able assess your own and your company’s performance in customer relationships management.

What You Will Gain

This programme could be the first step to a surge in your company's performance. You will have identified some of the issues that could be a problem to success in your own organisation. You will have a better understanding of the detailed issues involved in effective customer relationship management.

Course Timings

- Start: 9.45 am - Finish 5.00 pm

Delegates Comments

"Helped me out with situations which I am stuck with."
"Very Helpful."
"Interactive content was useful."
"A very well presented course. Many thanks."
"I particulary enjoyed the team exercises. I believe that you learn more by interacting with other course members. Doing rather than just sat listening."
"I thought the tutor was very clear and concise and explained things well."
"Trainer was very flexible and catered training on the day to meet the needs of the group."

Recommended Follow-on Course

- Telephone Skills & Customer Service - turning good morning into good business.
- Public & Press Relations - raising the image of your business and tapping into free publicity.
- Improve Your Business Writing Skills - the principles and practice of effective business writing.

Delegate spaces available on the following course dates:

Testimonials