Service excellence

Customer relationship management

The ability to handle a variety of customer situations and issues is fundamental to providing effective customer service in business-to-business relationships; organisations need individuals with the right relationship skills to satisfy these demands.

Our customer relationship management training can help you put the right CRM strategy in place to succeed.

Cost: £499 + VAT

Duration: 1 day(s)

Available dates and locations

London
- Friday 29/10/2010
- Tuesday 15/02/2011
- Monday 01/08/2011
- Wednesday 16/11/2011

Enhance existing customer service skills and develop new techniques to improve your customers' experience
Understand your own impact on customers and identify ways to improve it
Understand the characteristics of 'The Likeable Organisation' and apply them
Utilise a 'toolkit' that will enable you to build customer relationships
Measure the importance of Customer Relationship Management (CRM) for business success
Identify how an effective CRM strategy will improve business performance.

Anybody in a sales or business development role who is looking to use CRM strategy to improve existing customer service skills and develop new techniques to enhance the customer experience.

Relationships with existing customers - how healthy are they; how do we identify how they feel about us?
Contrasting successful and difficult customer relationships - what can we learn from successful relationships to improve the difficult ones?
The principles of exceptional customer service and CRM strategy - what it takes to provide exceptional customer service
"The Likeable Organisation" - what it is and how to enhance your personal attributes to achieve
Personal qualities required to build effective customer relationships
Key communication skills
Handling difficult, demanding and complaining customers - understanding a technique to help in these difficult situations
Role of transactional analysis in customer relationship management - what might be happening between the customer and ourselves that causes conflict
Balancing our needs to increase income from customers with improving customer relationships
CRM training to identify the key stages of customer relationship best practice - self-assessment and development areas.

Payment:
Must be made in full no later than 14 working days prior to the course start date.

Transfers:
The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
5-20 working days before a course = 50% of the course fee
1-4 working days before a course = 100% of the course fee

To transfer a delegate please call us on 0800 022 3410.

Substitute delegates:
You can transfer a place on a course to a substitute delegate free of charge.

Cancellations:
The following charges will apply if you wish to cancel a course:
21+ working days before a course = 20%
1-20 working days before a course = 100%

Cancellations must be received in writing via email to courses@capita-ld.co.uk and must contain the full booking details including organisation name, booking and delegate contact details.

For full terms and conditions please see Terms and conditions page, for other queries please refer to our frequently asked questions page.

Testimonials

"All was kept interesting and easy to follow. Excellent course."
Yonas Beyene, JDA Software International

Enquiries

For more information on any of our services contact:

E: enquiries@capita-ld.co.uk
T: 0800 022 3410

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Registered office: 71 Victoria Street, Westminster, London SW1H 0XA. Registered in England No. 02299747

Capita Learning & Development is a trading name of Capita Business Services Ltd. Registered office and registered number as above. Part of The Capita Group Plc.