Working Effectively with Customers


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
It's time to disregard the old model of short-term customer relations. Why not replace it with a selection of long-term relational skills that work for you in the marketplace? Take control by picking the best customers and developing equal, trusting partnerships with them. When you limit your investment in your customer relationships, you also limit your growth potential. Developing strong, respectful relationships with your customers is a win-win situation. This course introduces the ingredients for creating and maintaining more effective and productive relationships with your customers and explains why these elements can generate better outcomes than previous concepts. The most effective relationships are mutually supportive and mutually beneficial. And they last beyond next quarter's returns. Investing in the relationship and creating value for your customers rewards your business as well.

Target Audience
Anyone in an organisation responsible for marketing strategies or customer relationships

Expected Duration (hours)
2.5

Lesson Objectives

Defining Your Supplier Role

  • recognise the importance of clearly defining the supplier role.
  • select questions that need to be answered when initiating a relationship with a new customer.
  • identify three types of supplier solutions for customers.
  • identify supplemental training services that create value for customers.
  • apply supplemental training services in ways that add value for the customer.

    • Cultivating Customer Relationships

  • recognise the value of cultivating customer relationships.
  • identify elements of customer needs.
  • identify rapport-building techniques.
  • apply strategies for building rapport in a situation with a new customer.
  • apply communication techniques that strengthen relationships with customers in interactive business scenarios.

    • Maintaining Long-term Relationships

  • recognise the benefits of maintaining long-term relationships with customers.
  • identify components of a trusting relationship.
  • identify elements necessary for a long-term committed relationship.
  • Analyse whether or not a client-supplier relationship is ready for a committed, long-term business relationship.
  • Analyse a business scenario to determine if long-term customer relationships will be effectively maintained.

    • Course Number:
    COMM8194