Managing Customer Relationships

Course title

Managing Customer Relationships

Overview

Advanced communication skills for establishing and maintaining successful customer relationships.

Objectives

Understand the importance of managing relationships effectively

Confidently handle different types of business relationships

Understand the negotiation model

Understand influencing behaviours and how best to apply them

Identify the behaviours required for successful negotiation

Apply Transactional Analysis for successful communication

Content

Understanding the ‘big picture’

Positioning and competitive advantage

Relationship management

Customer service behaviours

Consultancy model & profile

Managing clients – the golden rules

Social styles

Self analysis

The effects of behaviour on the customer

Developing assertive behaviour

Learning when and how to say ‘no’

Negotiation skills

Power nets

Role modelling

Transactional analysis

Personal action planning

Delivery

In-company programme (typical group size: 8-10 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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