Corporate Communication – Customer Relationship Management

What Will You Learn?

• Advance Verbal & Non-Verbal Communication:
• Increase understanding of verbal communication nuances to enhance clarity and professionalism in conversations with clients. Learn to recognise and interpret clients' non-verbal signals to better respond to their needs and expectations.
• Active Listening:
• Utilise active listening to enhance customer relationship management and develop strategies to better address client needs. Active listening enables professionals to better understand client needs and concerns, leading to more effective and empathetic responses. Applying these skills helps in resolving issues more efficiently and builds stronger client relationships.
• Professional Communication Delivery:
• Communicate confidently and maintain professionalism to create a positive client interaction experience. It highlights how to speak effectively and present oneself professionally through body language, enhancing overall communication skills and fostering a confident, respectful interaction style.
• Assertive Business Communication:
• Realise the benefits and strategic importance of effective business communication in building strong customer relationships. Gain a comprehensive understanding of how to effectively express oneself while maintaining respect for others. By examining the differences between passive, aggressive, and assertive communication styles, individuals can identify and correct less productive behaviours. The structured DESC approach—Describe, Express, Specify, Consequences—provides a clear method for conveying needs and addressing issues constructively.
• Enhance Client Interaction Skills:
• Improve abilities in managing client interactions effectively using assertive communication and listening skills. You will learn how to handle various communication scenarios, such as addressing complaints, discussing project requirements, managing change requests, and providing feedback. You will explore communication models like the Shannon-Weaver Model and Grice’s Cooperative Principle to improve your interactions.
• Boost Confidence in Client Communications:
• Develop confidence in addressing client questions and managing discussions about project requirements and changes. A case study will engage the participants in a practical scenario and would involve learners in identifying current communication challenges within a company and developing strategies to improve them. You will explore the concept of Customer Centricity, focusing on customer experience (CX) and adopting a customer-led mindset. You will learn how to develop detailed client personas to better understand customer needs, preferences, and emotions.
• Global Customer Engagement:
• Understand and effectively engage with global customers by applying Hofstede’s cultural dimensions. . By applying Hofstede's model, you can better grasp these differences and tailor communication strategies to fit diverse cultural contexts, ensuring more effective interactions with clients from various countries. Develop communication strategies tailored to manage and strengthen relationships with global clients, recognizing cultural differences and preferences.
• Conflict Management with Clients:
• Manage and resolve conflicts with clients by employing empathetic communication and collaborative problem-solving techniques. You will learn to manage difficult clients, use the conflict management technique of empathizing with their perspective, communicating clearly, collaborating on solutions, learning from the experience, and maintaining professionalism. This approach helps resolve issues effectively and build stronger client relationships.
• Reflection on Learning:
• Training will help the participants to learn how to use Kolb’s Model of Reflection for Learning to assess your strengths and areas for improvement. This reflective process will guide you in creating a personalized development plan to enhance your skills. By reflecting on your learning experiences, you'll be better equipped to identify growth opportunities and strategically improve your communication abilities in customer relationship management. This structured reflection ensures continuous progress and self-development.