Customer Relationship Management Training

Overview

Outline

Feedback

What is Customer Relationship Management Training?

Putting the customer first is one of the most valuable strategies for building a business, hence the need for sales and customer services training courses.

Satisfied customers become repeat customers and often increase their spend; they are also the best source of word-of-mouth referrals. There is no better salesperson than a loyal customer.

On our Customer Relationship Management training course you will learn how to refocus your business to concentrate on your customers to build long lasting relationships that allow you to beat the competition.

This is an interactive workshop and the learning methods will include:

Inputs
Exercises
Group Activities & Discussions
Handouts

Some of these exercises will be workshop bases, whilst other exercises will use particular aspects of the delegates work situations.

We arrange our Customer Relationship Management courses on a private basis to suit your business goals. Call us on +44 (0)1273 622272 to discuss your needs.

Course Objectives

The aims of our Customer Relationship Management training course are to teach you how:

To understand your role in achieving good customer relationship management with a customer and/or stakeholders
To understand the key skills needed to carry out successful customer relationship management, in order to build more productive & mutually rewarding relationships with customers and/or stakeholders
To be able to identify and respond to customers & stakeholders needs, expectations & issues that both meet their needs and protects the interests of your organisation
To understand the skills to communicate with and influence customers & stakeholders

Who is this course for?

Anybody who wants to beat the competition by developing strong relationships with customers and ensuring they never want to look elsewhere.

Customer Relationship Management

What is CRM?
Why organisations undertake CRM
Features of good CRM

The Customer Relationship Management Role

Your role and responsibilities in customer & stakeholder relationship management
Building relationships with customers & stakeholders

Managing Your Customers' Needs & Expectations

Understanding customer’s & stakeholder’s needs & expectations
The four basic needs of customers, and how to identify them
The moments of truth with customers & stakeholders – the 4 P’s
Understanding what your customers & stakeholders expect of you and your organisation, and managing customer & stakeholder expectations

Communication

Communication skills of effective CRM providers
Building relationships with customers & stakeholders
Identifying and using non-verbal communication
Identifying customers & stakeholders preferred communication styles, and adapting your communication style to influence them

Active Listening & Questioning Skills

Use of questioning techniques to understand, establish & re-establish customer & stakeholder needs
Objectives – Expectations - Motivations
Developing empathetic relationships as a tool for effective influence

Good range of content and well paced. We covered a wide range of topics with a lot to think about and practice afterwards.

Tom Maybour - M-Biz Global