Customer Relationship Management

Course Overview

This course provides individuals with the tools and understanding of the basics behind customer relationship management and reading body language. By focusing on a positive communication rapport candidates will maximize their chances of successful career in customer facing services.

Course Content

• How Mood Affects Negative Body Language
• Other cultures
• Pointing
• Personnel space: - no touching
• Reading your customer
• Getting into their heads / on their level
• Mirroring not mimicking

Course structure and duration

The one-day course includes theory and practical assessment with the tutor. Hours are from 09.00 to 17.00hrs including breaks and 45 minutes for lunch. Classes will have a maximum of 20 students at a time.

Assessment

There are no exams for this course and candidates will not be graded as this is a course provides tools for the work place.  An Off to Work certificate will be provided, with course details as we recognise and are committed to the National Skills Pledge.

What is included in the cost?

All course material and refreshments. Cost per person is £100 including VAT.

What do you get out of it?

New techniques that can be applied at the workplace and raise management skills or candidate potential.

Tutorial guidance with teachers that have years of experience in customer facing roles.

Instead of just theory you will receive a number of activities that can be applied to the workplace for any customer facing role.