COURSE OVERVIEW:

Your relationships with your customers can be the most important factor to your success in business. More business is gained or lost as a result of a supplier’s relationship with the customer rather than as a result of their ability to provide a quality service or product. However, as in your dealings with other people in other aspects of your life, building a lasting relationship with your customers can take a long time to build and only a short time to break down.

One incident can damage what you worked hard for a long time, possibly even years, to build. There are many different ways to build stronger working relationships with customers. However, there are no absolutes, no necessarily right or wrong ways, and no shortcuts. What might work effectively with one customer could be detrimental or even destructive to your relationship with another customer.

You are the one who must take the initiative and responsibility for maintaining and building the relationship between you and your customer. If you depend on the customer to be the one to be most concerned about your working relationship together, it might not happen. Your customers both want and expect you to be the one to initiate and nurture your business relationship.

Your relationship with the customer is a critically important aspect of your business and success. Customers are the key to your success—they are why you are in business. An important link to your customers is your working relationship with them. If you lose this relationship, you can also lose their business.

All of the ways to build lasting relationships with your customers described in this course are universal in nature. That is, they would apply regardless of your business or that of your customer, if you provide a service or a product to the customer, if you or your customers are a large or small company, or if you have been in business a long time or are just starting out.

This course provides many important and useful ways and techniques to:

• Meet Customer Expectations
• Solve Customer Problems
• Communicate effectively with the Customer
• Understand the Customer
• Support the Customer
• Achieve Results

That will help you build lasting relationships with your customers.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• Why you should get to know your customer?
• Your responsibilities to your customer
• Why always keep your promises?
• Why follow up with the customer?
• Why avoid selling tactics?
• How to make the customer feel good about the purchase?
• The importance of paying attention to details
• Why keep internal problems from the customer?
• How to value your relationship with the customer?
• Why give the customer reasons to brag about you?
• The importance of being accessible to the customer
• Why always be responsive, responsible and reliable?
• How to exercise flexibility?
• Why you should not over commit?
• How to put things into perspective for the customer?
• Why be a contingency thinker, be creative and proactive?
• Why not follow the 80/20 rule with the customer?
• How to prevent problems before they occur?
• Why do things right the first time?
• The importance of reducing cycle time for the customer
• How to synergise with the customer?
• How to be a problem solver?
• How to keep the customer in your company’s communications loop?
• The importance of keeping confidential information confidential
• The importance of really listening to the customer
• How to provide a “safe ear” for the customer?
• The importance of admitting your mistakes
• How not to become a nuisance to the customer?
• The importance of understanding when “no” means “no”
• How to be a “constant” during change?
• Why keep the customer’s priorities in mind?
• How to stay “in tune” with the customer’s business?
• The importance of empathising with the customer
• The importance of understand the customer’s requirements
• Why always consider the customer’s perspective?
• How to anticipate the customer’s needs?
• How to avoid conflicts of interest?
• Why always talk nicely about the customer?
• How to collaborate with the customer?
• How to play a supportive role for the customer?
• Why treat the customer like a friend?
• The importance of thinking win/win with the customer?
• The importance of thinking long-term relationships?
• Why not waste the customer’s time?
• Why deliver on your deliverables?
• How to sell with class?
• Why help the customer reduce costs?
• The importance of beating the customer’s competition

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.