Customer Relationship Management

Now more than ever, clients judge organisations on the standard of personal service as much as raw product performance. This is particularly true for non-tangible service products. Staff who have direct contact with clients (either business or consumers) need to have a strong understanding of what distinguishes exceptional service.

Customer Relationship Management (CRM) is regarded as an important weapon in the battle to retain customers and deepen the relationship through cross-selling other products. This course has two purposes – first to help staff and management involved in client contact to sharpen their skills, and secondly to give them tools for improving customer service.

This workshop is designed to help everyone improve the way that clients internal or external perceive the service they receive.

Who should attend?

Managers, supervisors and staff involved in managing client service.

Course Overview

The key topics covering in the workshop are:

By the end of this course, delegates will be able to:

1 day for up to 12 delegates