Customer Relationship Management

Customer Relationship Management

Customer Relationship Management Overview The ability to handle numerous customer situations and issues is fundamental to providing effective customer service in B2B relationships. Organisations need individuals with the right relationship skills to maximise new business referrals. Satisfied customers will always return and tell others.

Who is it for?

Sales or business development personnel who need to build upon existing customer service skills and develop new techniques to improve the overall experience.

What you will learn:           

Relationships with existing customers How strong are they?

How do they feel about the organisation?

Differences between success and failure Providing exceptional customer service The principles of CRM strategy What ‘The Likeable Organisation’ is and how to achieve it The personal qualities and key communication skills required to build effective customer relationships Handling difficult and demanding customers The role of transactional analysis in CRM Identifying the key stages of customer relationship best practice

Benefits of attending – You will be able to:   

Deepen your understanding of how clients perceive you Develop new techniques to improve customer experience and build relationships Evaluate and identify how an effective CRM strategy adds value for organisations and customers

Duration: 1 day Ref: CRMAN

To book onto this course, or to find out further information, please call 0800 022 3410. All bookings subject to the Capita Terms and Conditions. © Capita Learning & Development