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Award in Managing Customer Relations - (4 ECTS) - Level 5

Course Duration:  20 hours - 3 hours

Customers are an essential component of any organisation since they sustain it. In this module, our students will analyse the relationship between an organisation and its clients. Furthermore, they will discuss how a healthy relationship between the two parties is developed and maintained.

Overall competences

During this module, our students will be able to:

  1. Understand the importance of customers and excellent customer service.

  2. Recognise customers’ needs, wants and expectations.

  3. Use organisational auditing to find and retain customers.

  4. Learn how the customer supply chain operates.

  5. Adopt an assertive and consistent brand voice when dealing with customers.

  6. Develop the necessary skills to engage with customers and handle their enquiries.

  7. Learn how to listen, ask questions and summarise when responding to a client's request.

  8. Identify ways of adding value to customer relationships and exceeding expectations.

  9. Determine how to turn customer disappointment into a positive experience.

  10. Sell with persuasion and recognise the importance of aftersales service.

  11. Develop professional customer care procedures.

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