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.
Unit 1 - Build client relationships and business networks
Initiate communicate with clients
Identify client communication styles
Establish rapport with client
Positive and negative feedback
Barriers to effective communication
Client relationship strategies
Client loyalty objectives
New clients versus repeat business
Define the objectives
Client profile information
Accurate product descriptions
Stock and deliveries
Telephone answering times
Maintain customer relationships
Ongoing client feedback
Assessments and questionnaires
Problems with feedback
Using feedback data
Build and maintain networks
Maintain business contacts
Professional development activities
Establish network support
Channels to exchange information
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
Using business networks
Expand and enhance the organisation
Build on referral business
Identify referral needs
Complementary sales techniques
Cross-selling and up-selling
Referring information and ideas
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.
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.