Course Overview 

This effective and highly-recommended training course will teach you how to refocus your business to concentrate on your customers to build long lasting relationships that allow you to beat the competition. The training program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirement of your team.  

Who Should Attend? 

Individuals who seek to beat the competition by developing strong relationships with customers.

Program Outline  

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 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

Program Objectives 

By the top of this program, delegates are going to be ready to: 
  • To perceive your role in achieving smart client relationship management with a client and/or stakeholders
  • To perceive the key skills required to hold out prospering client relationship management, so as to make additional productive & reciprocally gratifying relationships with customers and/or stakeholders
  • To be ready to establish and answer customers & stakeholders desires, expectations & problems that each meet their desires and protects the interests of your organisation
  • To perceive the abilities to speak with and influence customers & stakeholders

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