Competition is stronger today than ever before. Customers have a wider choice and are more demanding.
Managing customers to build loyalty and develop new opportunities is a
pre-requisite for any successful organisation.

Customer management skills apply to everyone within the organisation – from board level to shop floor including technicians, credit control/accounts and service staff.

• DEALING WITH DIFFICULT CUSTOMERS & COMPLAINT HANDLING
• CORRESPONDENCE SKILLS Including: Letters, reports & proposals
• TELEPHONE SKILLS Including: Controlling the caller; Inbound/Outbound skills
• COMMUNICATION SKILLS Including: Questioning; Active Listening; Non-Verbal
• Communication; Behaviour Analysis; Transactional Analysis; Rapport Building
• IDENTIFYING OPPORTUNITIES Including: Influence; Persuasion; Negotiation
• and Customer ‘Hygiene’ Factors
• PRESENTATION SKILLS