Client management training

An important part of the training is how to become sensitive to the customer's needs in a way that is as personalised as possible and adds value.

The training is recommended for those who want to build a high quality relationship with new or existing partners, or who find it difficult to find common ground with their colleagues, or for those who feel that their customer management does not match their own, their management's or the market's expectations.

Relationship marketing

• Elements of quality contact
• New contact methods
• Why and how to get from prospect to strategic partner
• What points beyond "what can I do to help?" question?

Demand generation

• Current customer expectations
• The role of emotions
• Building trust

Customer types

• Customer types, behaviours in relation to different people
• The importance of building long-term customer relationships
• Relationship management methods and practices

Complaints handling

• Communication behaviours
• Handling problematic situations
• Avoiding customer churn