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Client Relationship Management

The service we provide to our external customers is inextricably linked to the service we receive from and give to our internal customers.   People sometimes fail to see this connection, so requests and demands from colleagues are seen as distractions which simply get in the way of the ‘real’ work of serving the ‘real’ customer.  

How we treat Internal Customers ultimately affects the External Customer who keeps the organisation alive –service excellence along the whole chain is not an option –it is essential to the success of the organisation.

 

One Day Course 

Course Outline (PDF)

Course Objectives:

  • Describe how Customer Care contributes to Quality Service
  • Explain the purpose of the jobs and their contribution to the organisation
  • Define the service chain
  • List the major interdependencies which affect their work
  • State the attitudes necessary for inspirational customer service
  • Explain the importance of interpersonal contact and behaviour with Internal Customers
  • Use Learning Styles concepts in improving customer capabilities
  • State the rights and responsibilities of being an Internal Customer
  • Develop an approach which will ensure consistent Quality Service to your customers
  • Use essential verbal and non-verbal skills effectively with all business contacts
  • Identify action to take on personal difficulties
Price: £450 + vat

Dates

  • Wednesday 2nd February 2022
  • Wednesday 20th April 2022
  • Tuesday 14th June 2022
  • Wednesday 17th August 2022
  • Tuesday 11th October 2022
  • Monday 5th December 2022