Making Customer Relationships Work

Build strong customer relationships that increase turnover

Reactive approaches to customer relationships mean you're always on the back foot. Successful organisations develop and grow relationships with clients on an ongoing basis. This workshop builds participants’ understanding of the customer relationship, helping them to maintain and enhance their connections with customers. Participants will develop their understanding of client expectations and the impact they can have on satisfaction, and learn a range of techniques for effectively dealing with customer interactions.


The course is designed for anyone who has customer-facing responsibilities, and will help them to understand the principles, attitudes and skills essential for delivering an excellent customer experience. The workshop also gives participants the skills and confidence to turn customer interactions into sales in a way that builds the relationship and increases customer satisfaction.

The workshop is based on widely employed principles of customer relationship management, used throughout the UK and abroad. There is plenty of scope for delegates to discuss and gain insight into specific issues, if any exist.

This topic can also be delivered as a coaching session, as part of an integrated programme, or via an alternative learning method such as e-learning. It can also be adapted to suit your specific needs, including adjusting it to a half-day workshop with a narrower focus, or a two-day in-depth workshop. If you are interested in any of these options, please contact us.



At a Glance

Who it's for:

Customer-facing staff
Those looking to be more proactive with customers
Customer relationship managers

What it covers:

What do customers expect - what should you deliver?
The importance and benefits of getting it right
Conversation essentials: things to ensure you include
Creating a professional impression
Using questions to control conversations
Using assertiveness to ensure a win-win outcome
Turning contacts into sales without being ‘pushy’
Outlining the benefits of products and services
Handling objections sensitively
Call/meeting structure and planning

What you'll get:

A grasp of the importance of customer relationships
Techniques to handle interactions professionally
Proven methods for improving customer satisfaction
Skills to develop relationships and generate business
Techniques for controlling conversations