Building Customer Relationships
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Building Customer Relationships

How to ensure positive outcomes from every aspect of your relationships with customers, clients and consumers.

Duration:
A 5-day course

About the Course:
In today’s organisations not only the needs but also the expectations of customers have to be recognised and understood. Interactions can range from face-to-face contact and service delivery to virtually immediate remote management of the relationship by email and e-commerce transactions. These interactions are not only with external customers, clients and consumers but may also extend to your organisation’s internal customers and users. The course provides participants with:

- the ability to identify those circumstances that enable the promotion of progressive customer interactions and those that are disabling
- the ability to recognise who your customers are and their stake-holding influence on your department and operation
- the ability to map out the current and future status of the customer interrelationships
- an understanding of key fundamental facets of marketing and customer relationship management principles that support customer interactions
- a range of models and approaches in the evaluation of customer interactions and their applicability to your own organisation
- the ability to establish ways of determining customer needs and expectations
- the ability to recognise the parameters needed to be in place to generate a sustainable approach to “delighting” the customer
- a realistic appreciation of the environment and climate within which the customer interface may be successful, and how to measure success
- an individually developed action plan for the implementation of a revised management approach and the resulting procedures for an improved customer interface applicable to their own organisation.

This course is designed for:
Line staff including line managers who interface directly or indirectly with your organisation’s clients or customers. Also those within the organisation who provide an internal service, such as those in procurement, materials management, transport operations, facilities management, HR department etc.

 
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Key Details
Duration5 days
 
£2,240
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).