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Managing Customer Relationships

Course Description

Providing excellent customer service has become more important than ever in the last two years. The best customer service is more than just giving your customer what they want. It means understanding requirements, managing expectations and meeting (or hopefully exceeding) those
expectations. Good customer service requires a wide range of expertise that covers communication and language skills, technical knowledge and particularly, a desire to meet and exceed client expectations.
This course will help participants provide excellent service and improve their communication skills when communicating directly with clients. This will mean they will be managing customer relationships more effectively.
A full range of situations is covered from initial contact through to handling awkward customers and complaints. With particular reference to the Luxembourg environment, consideration is also given to cultural issues and the handling of relationships with customers of different nationalities.

Learning Objectives

By the end of the course, delegates will be able to:

- 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 or dealing with customers

Duration

1 or 2 days for up to 12 participants

21 May Finance pour non financiers
30 May Conflict & Communication
6 June Atteindre ses objectifs
11 June Effective presentation skills
12 & 13 June Premiers Secours selon le Règlement Grand Ducal du 6 mai 2010
18 June Telephone-based customer service
20 & 21 June First Aid and the law 2010
25 June Assertiveness and Personal Effectiveness
2 Jul Client Relationship Management
9 Jul Persuader et Influencer
16 Jul Change Management
23 Jul Creative Thinking and Problem Solving
30 Jul Business English Writing