Client Management

Course Overview:

Program Aim

In fiercely competitive markets where products and services are similar, putting your Client first is a sensible strategy for building the business. Satisfied Clients return and tell others. Most businesses intend to provide good service but this is not easy to achieve in practice.
This programme gets delegates to address these issues in a practical way that clarifies the relationship between client Management and overall business strategy. Delegates will be encouraged to build a personal action plan that can be applied to their business. 

Learning Objectives

• Identify your Customer niche
• Initiate and implement a Client Management program
• Learn simple practical steps that lead to quality products and excellent service
• Achieve sustainable competitive Advantage through superior client management practices
• Ensure that good Client Management will prevail throughout his/her organization
• Team work in client Management

Course Contents

• Achieving Sustainable Competitive Advantage Through Superior Client Management
• Backgrounds and Benefits

• What Customers Expect
• Why Retaining Customers is Harder Than Ever

• Who Are Your Customers?
• Assessing Your Own Customer Relationship Performance

• The 10 Characteristics of Your Service
• People and Systems
• Using Gap Analysis
• Getting Down to the Detail

• The Common Causes of Failure and How to Avoid Them
• Implementing a Customer Relations Programme

• Planning the Strategy
• Total Management Commitment
• Knowing Your Customers
• Standards of Service
• Staff Requirements
• Keeping it Going

• The CRM Champion
• Motivating People to Care for Customers
• Measuring Customer Satisfaction

• The Problems and The Solutions
• Designing a Customer Satisfaction Survey

• Dealing With Customers Face to Face

• The Essential Skills and Attitudes
• Knowing How to Respond and Handling Complaints

• Deciding What Training Is Needed
• The Importance of Team Work
• Action Planning