Certificate in Client Relationship Management & Customer Service Success

Introduction

Understanding the lifecycle of a client and their journey through your organisation is a fundamental skill for everyone involved in that journey.

From recognising where new clients come from and ensuring they receive the very best service possible, to managing complaints and responding to feedback, both good and bad, every step of that journey needs to be understood and supported by the entire team.

What You Will Learn

This live and interactive course will cover the following:

• What does good client care really look like?
• What does it mean to your organisation?
• The Client Journey:
• Part 1: Where do your clients come from?
• Part 2: Building and driving client loyalty
• Part 3: Whose responsibility is it?
• Part 4: How do we know how we’re doing?
• Anticipating how their needs will change and staying one step ahead
• De-escalating conversations and handling complaints

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.