Managing Customer Relationships

Reference:

People training

Managing business

Webinar

Incompany

1 day

Customer service has become more important than ever, giving new meaning to the old adage "the customer is king". It means understanding the customer's requirements, managing the customer's expectations and meeting or even exceeding those expectations. Good customer service requires a wide range of expertise that encompasses communication and language skills, technical knowledge and particularly a desire to meet the customer's expectations.

The objective of this course is to help participants improve their skills in communicating directly with customers and effectively managing customer relationships to provide excellent service.

Course Content

Evaluate the "moments of truth" in service delivery
Listen to customers and communicate with them effectively
Manage customer expectations
Retain existing customers
Handle difficult customers and complaints
Use customer relationship management (CRM) to get the most out of relationships with customers
Perform service recovery to retain unhappy customers
Identify opportunities for relationship development

Target Audience

Anyone involved in managing customers