Categories > Customer & Public Relations :

Building Customer Relationships

PROGRAM INTRODUCTION:

Having good relationships with customers has always been essential. Today the world is changing: increased competition and more sophisticated buyers are looking for longer term value added relationships. One of the ways to differentiate yourself is the way in which you build and maintain meaningful ongoing interaction with your customers.

This highly interactive workshop includes tutor inputs using models, research and questionnaires as well as individual and group practical exercises. There is particular emphasis on increased understanding of your own and others' different personal styles to develop more productive relationships with customers.

Benefits for your organisation:

Organizations will benefit by helping to develop their key people with the techniques and skills to deal more easily and confidently with clients. In turn, this will help to develop more productive and longer-term relationships with customers.

Benefits for you as an individual:

Delegates will benefit by becoming more confident in the different ways of developing and maintaining key customer relationships through an increased awareness of themselves and others. They will identify personal action plans to immediately start making an impact on the way they deal with specific customers and so build better and more productive customer relationships.

This course has been classified as Personal Development.

PROGRAM OBJECTIVES:

You will learn how to:

• Understand the importance of first impressions and the 90:90 rule
• Recognise your own personal style including image and impact
• Learn skills to create the impression you wish to create
• Recognise why some relationships are more difficult than others and develop actions to overcome these differences
• Build and maintain rapport in the way that you relate to all the people with whom you come into contact with
• Portray increased self confidence in one to one and group business situations
• Develop a personal action plan to improve the way you handle customer relationships

PROGRAM OUTLINES:

Techniques, skills and practice at building long term customer relationship which will include :

• First impressions
• Image and impact
• Verbal and non-verbal behaviour
• Neuro-Linguistic Programming and rapport
• The 'elevator pitch'
• Customer buying criteria
• Pre and post learning support:

Before the workshop you will be asked to reflect on existing or past customer relationships: a good working relationship with rapport and trust and a difficult customer relationship. You will need to consider what you think makes either relationship effective or ineffective.

After the workshop you will be tasked with implementing your own personal learning plan.

To take away from the course:

You will take away your own completed workbook form the day which will include key models covered. In addition you will have developed a personal action plan which will include identifying your relationship strengths and areas for development for the future.

Professional Standards

All of our sales courses are based on MSSSB National Occupational Standards ensuring that sales people at all levels of seniority gain practical skills that employers require to improve business performance.

 WHO SHOULD ATTEND?

Attendees will have been working with customers for at least 2 years. The workshop is best suited for those who manage, sell and/or service key customers on a face to face basis and wish to develop a more strategic and productive business relationship with those customers.