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Customer relationship management

Developing new business and managing new and existing client relationships are the responsibility of everybody in the organisation.

This programme splits the essential elements of business development into two distinct parts. The first part will cover best practice approaches to providing excellent Customer Service - incorporating a behavioural model and use of a customer preference questionnaire. The second part will focus on the principles and practice of Client Relationship Management CRM); understanding client perceptions; and the activities required to successfully develop new and existing clients.

Deliverables

Definitions of core and customer service

The Customer Score card

Overview of what the customer wants

The four customer service keys

Caring Customer Service Model

Nine observable behaviours

Analysis of customer behaviour

Relationship awareness questionnaire

How to adapt your style to meet customer needs

Business development principles

The Client Perception Ladder

The Customer/Client relationship journey

On completion of the programme, you will be able to:

Understand customer expectations levels

Identify the behaviours that deliver excellent customer service

Understand how to influence and shape client perception by communicating according to your clients’ preferred styles

Identify behavioural competencies linked to successful client management

This two day course has been designed for business development/sales professionals and anyone responsible for identifying new or developing existing customer/client opportunities. This programme will be highly interactive, using a mixture of individual, paired and group exercises to deliver the learning outcomes.

Brochure

This course is delivered as an in-company training option, available at a location and date of your choice.

Ring 01926 310542

Provisional Booking form

To make a provisional booking for this course, please fill in your details below. EEF will contact you to confirm your booking and course availability.

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Course Delegates

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