An important strategy for managing a company’s relationships and interactions with customers and potential customers, customer relationship management helps enhance customer confidence and company profitability.
The Certificate of Customer Relationship Management is an online professional development program that will provide you with the knowledge required to establish, develop and maintain relationships with customers through effective communication and client relationship strategies.
In this online customer relationship management course, you will learn to communicate to establish customer needs and maintain a customer database. You will discover relationship building strategies and communicate establish customer needs, maintain a customer database and build and enhance business networks to achieve organisational objectives.
On completion of this course you will feel confident to establish, develop and maintain relationships with customers for a company or organisation.
Course Structure
Unit 1 - Build client relationships and business networks
- Initiate communicate with clients
- Identify client communication styles
- Establish rapport with client
- Non-verbal communication
- Verbal communication
- Investigate opportunities
- Positive and negative feedback
- Two-way communication
- Barriers to effective communication
- Communication processes
- Business writing
- Client relationship strategies
- Client loyalty objectives
- New clients versus repeat business
- Strategic view
- Define the objectives
- Client profile information
- Profiling
- Loyalty strategies
- Accurate product descriptions
- Complaint resolutions
- Stock and deliveries
- Telephone answering times
- Indicators
- Maintain customer relationships
- Ongoing client feedback
- Assessments and questionnaires
- Interviews
- Focus groups
- Feedback forms
- Problems with feedback
- Effective data
- Using feedback data
- Build and maintain networks
- Maintain business contacts
- Business associations
- Professional development activities
- Establish network support
- Channels to exchange information
- Written correspondence
Unit 2 - Develop and nurture relationships
- Develop professional relationships
- Conduct dealings with clients
- Social, business and ethical standards
- Confidentiality and disclosure
- Adjusting styles and methods
- Self-knowledge and the Johari window
- Build business networks
- Protocols
- Using business networks
- Expand and enhance the organisation
- Nurturing relationships
- Build on referral business
- Identify referral needs
- Complementary sales techniques
- Cross-selling and up-selling
- SPACED benefits
- Referring information and ideas
Assessment
Assessment Information
When you study with Australian Online Courses, you will be assessed using a competency-based training method.
Competency-based training focuses on the achievement of skills and knowledge against set criteria to meet industry-standard and is not benchmarked against other students’ work.
In this course, the assessment will be comprised of written assignments and exercises, which may include short answer questions, reports, essays, research projects and reflective tasks.
If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.
In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- No entry requirements;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support;
- Easy to understand course content;
- Twelve (12) months’ access, with extensions available upon application (fees apply);
- Certificate of Attainment/Completion issued for your CV (hard copy provided); and
- Course may be tax deductible; see your tax advisor.
How long will it take to complete this course?
The approximate study hours for this course is 30 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit. Total cost for optional printed materials is: $100.00. Printed materials are optional and not required to complete the course. Everything you need to complete the course is provided online via our e-learning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Customer Relationship Manager
- Client Relationship Manager
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