Managing & Developing the Customer Relationship

Programme Objective:

To give participants the ability to deal effectively and professionally with  customers.

Programme Learning Outcomes:

  • I can explain the reasons customers make complaints
  • I can use a range of techniques to alleviate the situation when a customer is angry
  • I can use a structured process for handling a complaint from a customer
  • I can explain what the most common types of advertising accounts query for my products  are and can take steps to minimise their occurrence on the business that I am accountable for
  • I can explain the correct process for investigating a customer accounts query and my role in it
  • I can identify all the parties who may be involved in the decision-making process about advertising
  • I can use a range of techniques during a face to face or telephone sales call to build a rapport with the customer
  • I can use communication methods other than face to face and telephone selling appropriately and effectively to convey a sales message to decision makers
  • I can use the ‘good news’ technique within my calls to regular customers
  • I can explain my accountabilities when I an covering another person’s business and how to schedule my time to allow for this in addition to my own work
  • I can explain what behaviour is appropriate and effective when entertaining customers

Prior Learning /Competencies Required by Participants:

Participants should have attended, or be able to demonstrate the competencies defined for Knowing the Customer.

Programme Resources

Session Plan

Slides with complete Trainers Notes

Exercises with instructions for use

*MANAGING THE CUSTOMER RELATIONSHIP has been developed for use  with print and online products.

If you would like a similar Programme for use with a different media channel please contact us.

The Byrne Partnership is a limited company registered in Scotland. Registered Number: 132021.