Client Relationship Management

By the end of the course participants will be able to:

• judge the importance of customer service to business success
• evaluate the "moments of truth" in service delivery
• handle complaints using a model for service recovery
• listen and communicate with customers 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

Customer service has become more important than ever, giving new meaning to the old adage "the customer is king". Good customer service, however, is more than just "bowing before the 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. A full range of situations is covered from initial contact through to handling awkward customers and complaints. Consideration is also given to cultural
issues and the handling of relationships with customers of different nationalities.