Description

Target audience

These customer relationship management training course materials will improve participants knowledge on how manage customer relationships within their organization.

The training materials will help improve skill levels of participants at all levels within an organization. Especially, managers, team leaders, supervisors, and front line staff that need to manage customer relationships as part of their roles.

The customer relationship management training materials will guide participants on how to deliver excellent customer service. Plus, they will learn how to maximize customer value. And, how to improve customer service levels.

The content focuses on helping participants understand the role of customers and how these relationships impact on all organizations.

These course materials are suitable for business managers that want to train their staff teams. And, also for corporate trainers that want to increase the type of courses that they can deliver.

Course outline

The following topics are covered within the slides, manuals and support materials provided.

Customer relationship management (CRM) – The course starts by exploring relationships and how CRM can impact on organization. The material focuses on CRM as both a product and as a process. Use the content to outline some of the constraints involved.

Customer service in the organization – This part of the course focuses on customers and why we need them. The content will help you teach your audience about what customers want, expectations and the concept of integration.

Generating a customer focused solution – The final sections of the course look at managing customers and how to measure CRM. In addition, the training course materials outline standards and continuous improvement. Use the content to teach your audience about the QCT Link and CRM as a business process. Finally, explore aspects of communication and the impact of CRM failure on companies.

Course objectives

Upon completion of this training course in customer relationship management skills, your participants will be able to:

– Understand the importance of customer relationships.
– Identify the components of CRM.
– Describe the factors that can cause customer relationships to fail.
– Understand the different ways that you as an employee can affect CRM.
– Use the material to develop a customer-centered approach.
– Identify types of customer.
– Recognize their potential impact on business.

Customer stories

“I have been buying Oak materials now for 9 years. They are top products and save you hours of work trying to produce something yourself. Incredibly good value too. 

More importantly though is the personal service. When ever I have emailed or rung they have been extremely helpful and knowledgeable. I have recommended Oak to dozens of people and have been thanked by so many of them for making the recommendation. 

If your a trainer then give Oak a go, you won’t regret it and wonder how you managed without them before.”

Ellen Bothwick,
Canine Events

“As someone who’s been involved in training for more than twenty years, I’ve never known a resource that’s as consistently valuable as Oak.

I’m always amazed at their willingness to provide purchasers of their complete range of presentations regular updates and new training packages at no additional cost. That makes my purchase become more valuable all the time. And their speed in responding to questions is phenomenal.

One of the sessions I often provide is a Training the Trainers workshop. In it, the very first resource I encourage people to purchase is the library of resources from Oak. These packages have made my job infinitely easier, and I recommend them to anyone who’s looking for the highest quality in training materials.”

Jeffrey L. Buller
Senior Partner
ATLAS
Academic Training, Leadership & Assessment Services

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