Client Relationship Management

Introduction

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.

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Description

Course Objectives 

By the end of the course, delegates will have:

  • 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

Course Content

Meeting Client Expectations
What do our clients expect from us?
What do we expect from them?

Developing a Relationship Based on Co-operation
Win/Win strategies
Barriers to co-operation

Managing the Relationship
Understanding interpersonal transactions
Choosing your behaviour
Influencing the behaviour
Dealing with difficult clients

Influencing Outcomes
What is your preferred influencing style?
Choosing the appropriate style
Preparing a case as a basis for influence
Thinking on your feet

Effective teleconference or meeting
Building Rapport
Active Listening
Summarising to agreement and close
Giving and receiving feedback

Thinking Skills
Creative Thinking
Analytical Thinking
Decision Making

Summing Up
Personal Action Plans

Individual and Team Action Plans

Course Duration: One Day