Managing Customer Relationships

Customer & client longevity depends on thriving, mutually satisfying business relationships.
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Who is this course appropriate for?

This course is appropriate for anyone who deals with customers, both external customers and internal customers. It is also useful for those who deal with customer complaints, customer satisfaction and quality control.

Content Summary

  • The theories of best customer practice
  • The importance of embedding managing customer relationships into organisational culture
  • Understanding your customers to give the best customer experience
  • The importance of client longevity & retention
  • Using a range of customer communication channels effectively
  • Measuring customer service levels (KPIs)
  • Your legal obligations to inform customers
  • Customer complaint handling
  • TQM (Total Quality Management)

We use a workshop style and group interactive approach in this course. Scenario examples facilitate delegate learning to elaborate on the theoretical concepts.

Delegate Development Outcomes

Delegates learn the importance of Total Quality Management (TQM) in all interactions with customers, both internal and external.

Delegates receive a training manual including the theoretical concepts of managing customer relationships and how to apply these in workplace scenarios. The practical nature of the learning requires students to fully participate in a number of syndicate workshop activities.

My trainer was excellent!

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