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📧 Non-members: Please also email [email protected] to arrange your booking.
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Build stronger customer relationships with confidence
Exceptional customer service is built on trust, effective communication and the ability to manage expectations. This practical course equips learners with the skills and techniques to build lasting customer relationships, communicate with confidence and handle challenging situations professionally. Ideal for customer-facing teams, account managers and sales professionals, it provides practical tools that can be applied immediately to improve customer satisfaction, strengthen loyalty and deliver consistently high standards of service.
Course Overview
Strong customer relationships are at the heart of every successful business. This interactive course explores the key principles of effective relationship management, helping learners develop the confidence and skills to communicate positively, manage expectations and respond professionally in a range of customer situations.
Through practical activities, discussions and real-world scenarios, learners will discover how to build trust, strengthen customer loyalty and handle difficult conversations with confidence. The course focuses on practical techniques that can be applied immediately, enabling delegates to deliver a consistently high standard of customer service while creating positive, long-term relationships.
"The delivery was good and highly interactive so I found the whole training impactful and enjoyable.”
Millicent Griffin, Select Car Leasing
Who This Course Is For
Designed for professionals who interact with customers and want to build stronger, more productive relationships. Suitable for all experience levels, from those new to customer-facing roles to experienced professionals looking to refine their approach.
Ideal learners:
- Customer Service Professionals: Develop the confidence to manage customer expectations and deliver exceptional service.
- Sales & Business Development Teams: Build trust, strengthen relationships and improve customer retention.
- Account & Relationship Managers: Enhance communication skills to foster long-term client partnerships.
- Team Leaders & Managers: Support and coach customer-facing teams to deliver consistently high standards of service.
- New Starters: Gain a practical foundation in effective customer relationship management and professional communication.
- Experienced Customer-Facing Colleagues: Refresh existing skills, learn new techniques and improve outcomes in challenging customer situations.
Learning Outcomes
By the end of this course, learners will be able to:
- Build positive and productive customer relationships.
- Communicate effectively across a range of customer interactions.
- Recognise and adapt to different customer behaviours.
- Manage customer expectations with confidence and professionalism.
- Handle difficult conversations and resolve complaints effectively.
- Apply active listening and questioning techniques.
- Build trust to encourage long-term customer loyalty.
- Deliver a consistently high standard of customer service.
Key Benefits
This course provides practical skills that can be applied immediately to improve customer interactions and strengthen business relationships.
Key benefits include:
- Build stronger, long-lasting customer relationships.
- Improve communication and customer engagement.
- Increase confidence in handling challenging situations.
- Manage customer expectations more effectively.
- Strengthen customer loyalty and retention.
- Deliver a more consistent customer experience.
- Develop practical skills that can be applied every day.
Driven By You - Bespoke as you want it
Does this course sound like it could benefit a number of people in your business?
Consider our Driven By You option - bespoke courses and content, built to fit your needs, your budget, and your timescale. From small team sessions for 5 staff members to large-scale projects with 400+ participants, we can deliver it all.
No, as well as facilitating the courses online via MS Teams, we can deliver the course at any location – whether this is at our office or at a venue of your choosing.
As an Advisory guide Price, instructor-led online courses for 10 people start from £2,900 + VAT. Final pricing is bespoke and will depend on your chosen content, delivery requirements, business needs, and overall programme scope. Get in contact with us for a bespoke proposal at [email protected]
We would advise a maximum of 12 delegates per course but we can discuss any individual requirements with you to suit your needs.
Yes absolutely, we can work with you to ensure the course is exactly right for your colleagues.
We would not recommend this. For the best experience we advise each delegate should have their own laptop/iPad with a working microphone and camera.
Meet the Trainer
Karen Morton
Karen spent her early career in PR, marketing and broadcasting. She has organised major exhibitions and launches in Ireland, the UK and the USA and her broadcasting has taken her as far afield as Hong Kong. With this vast experience she turned her skills to training and has been working with BVRLA members both in the UK and abroad for many years, delivering training ranging from industry knowledge and selling skills to customer service and coaching.
Pricing
This live Instructor-led course runs from 9.30am - 4.30pm
Also included...
- Pre course questionnaire to ensure your questions and pain points are supported
- Post course handouts to take your learning further.
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Member Fee: £329 + VAT (Full Price £429 + VAT less than 2 weeks before the course date)
Non-Member Fee: £529 + VAT (Full Price £629 + VAT less than 2 weeks before the course date)
