Customer Relations and Business Development Skills

Section One

• Introduction
• Business background
• Business expectations
• Business experiences shared
• A few major marketing terms explained

Section Two

• Brand Management
• Elevator speech
• The Marketing Mix
• A few major business development terms explained
• Opportunity tracking
• Pipeline
• Cross-selling
• Relationship Management

Section Three

• Business logistics
• Chance of winning
• The opportunities which should not be binding
• The importance of a network
• Networking effectively
• Proposal management
• Using technology
• Communication methodologies – understanding the importance of face to face

Section Four

• Defining customer service terminology, concepts, and principles
• Importance of Customer Service
• External and internal customers
• Employee satisfaction equals customer satisfaction
• The difference between emotional and informational responsiveness
• Writing a client relationship plan

Section Five

• Illustrating positive and negative attitudes and mindsets
• Getting customers beyond mere satisfaction
• Customer’s loyalty
• Responding to difficult customers and coworkers with appropriate communication styles
• Modeling appropriate customer service skills in the community and workplace