Develop customer relationships

Learning Outcomes

1. Understand how to develop customer relationships

1.1 Describe the importance of developing relationships with customers I

1.2 Explain the value of customer loyalty and retention

1.3 Explain how customers’ expectations may change over time

1.4 Explain the use of customer feedback as a means of developing customer relationships

1.5 Explain the limits of their own authority to make alternative service offers to customers

1.6 Describe the use of Customer Relationship Management systems and processes to meet customers’ expectations

1.7 Explain the importance of regular communication in the development of both internal and external customer relationships

2. Be able to develop relationships with customers

2.1 Give help and information that meets or exceeds customers’ expectations

2.2 Identify new ways of helping customers based on their feedback

2.3 Share feedback from customers with others

2.4 Identify added value that the organisation could offer customers

2.5 Bring to customers’ attention products or services that may interest them