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Hourglass segment

Service excellence

Customer relationship management

The ability to handle numerous customer situations and issues is fundamental to providing effective customer service in B2B relationships. Organisations need individuals with the right relationship skills to maximise new business referrals. Satisfied customers will always return and tell others.
Cost: £475 + VAT
Duration: 1 day(s)
Available dates and locations
  • London
    • Wednesday 15/08/2012
    • Friday 12/10/2012
    • Wednesday 12/12/2012
  • Deepen your understanding of how clients perceive you
  • Develop new techniques to improve customer experience and build relationships
  • Evaluate and identify how an effective CRM strategy adds value for organisations and customers
Sales or business development personnel who need to build upon existing customer service skills and develop new techniques to improve the overall experience..
  • Relationships with existing customers:
  1. How strong are they?
  2. How do they feel about the organisation?
  3. Differences between success and failure
  • Providing exceptional customer service
  • The principles of CRM strategy
  • What ‘The Likeable Organisation’ is and how to achieve it
  • The personal qualities and key communication skills required to build effective customer relationships
  • Handling difficult and demanding customers
  • The role of transactional analysis in CRM
  • Identifying the key stages of customer relationship best practice

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

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Enquiries

For more information on any of our services contact:

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