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Customer Relationship Management Training
Unlock the full potential of your customer interactions with our Customer Relationship Management course. Whether you’re in sales, marketing, or customer support, training can help you build stronger relationships, boost sales, and improve customer satisfaction.
At CX Training, we have worked with teams from a wide array of sectors and offer training to all businesses that need to add relevant skills and tools to manage difficult situations and ensure customer interactions are positive and more efficient. We’ll work collaboratively with you to tailor the most suitable strategies, while focusing on skills, attitudes, and mindsets to build true behavioural change. Gain a customer-centric mindset, and start transforming the way you connect with your clients today!
Course Overview
- Duration: Choose from a half-day (3.5 hours) or full-day (7 hours) workshop to workshops of up to 10 half-day sessions.
- Delivery mode: Face-to-face or online training (via Zoom or Teams software).
- Ideal for: Anyone keen to enhance their customer relationship skills to benefit themselves and their organisation.
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Customer relationship management training | Our difference
At CX Training, behavioural change is vital to customer relationship management training. It turns knowledge into action, builds emotional intelligence, encourages accountability, shows professionalism, and ultimately, improves the customer experience.
Our courses and workshops will be tailored to your unique requirements. We will liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives. We can then tailor a learning program that delivers the results you need—it’s your team, your customers, your CX training!
However, bringing about behavioural change often requires more than just a group training session. We can support you after any initial training through coaching, leader support, webinars, micro-learning or a follow-up implementation workshop.
We offer a choice of personality profiling solutions to support the training and can obtain personalised DiSC profiles for your team for an additional cost. Alternatively, we can use a free quick test in the training that will help to identify (with 80% accuracy) which DiSC quadrant individuals fall in. We also offer more sophisticated Hogan profiling tools for more senior team members or if more detailed profiling is needed.
Customer relationship management course | Why it’s important
Building strong, lasting relationships with customers is more important than ever in today’s competitive business landscape. A customer relationship management course equips individuals and businesses with the relevant tools and strategies, and is an essential step toward smarter, more customer-focused business practices. It can:
- Improve customer understanding: Learn how to understand customers’ needs and behaviour better.
- Enhance communication skills: Develop strategies for more personalised and effective customer interactions across different channels.
- Boost sales: Discover how customer relationship training can help boost sales and strengthen customer loyalty.
- Increase market competitiveness: Companies that manage customer relationships will have a significant advantage.
- Increase employability: Knowledge of how to enhance customer relationships is highly valued across industries from sales and marketing to customer service and business development.
Clients who have done our relationship management skills training
We offer workshops customised to suit a variety of sectors, including public service, financial and professional services, not-for-profits, education, and many more.
Customer relationship management training outline
Typically, the course would include a mix of some or all of the following:
Customer experience
- Customer service vs customer experience
- What clients value
- Customer emotional needs
- Added value
- Maintaining a customer-centric mindset
Understanding yourself and your customers
- DiSC or other behavioural profiling
- Bias in customer relationships
- Emotional intelligence in customer relationships
- Growth mindset and accountability
Communication skills
- Building rapport
- Building trust
- Questioning, listening and empathy skills
- Assertiveness and respect
- Managing expectations
- Demonstrating accountability
- Body language and tone of voice
Sales
- The sales mindset and mindset challenges
- The consultative sales process
- Making contact
- Qualifying
- Building trust and rapport
- Identifying customer priorities
- Communicating value
- Closing, objections and price resistance
Customer relationship management
- Clients and customers – and why the difference matters
- Staying in touch
- Assessing your relationship strength
- Trusted advisor behaviours
- Recognising and addressing problems
Managing conflict and difficult conversations
- Managing your own emotions, mindset and attitudes
- De-escalation – calming others
- Assertiveness during conflict
- Conflict resolution strategies
- Apologising and delivering disappointing news
- Different types of difficult
Customer relationship training course learning outcomes
At the end of our customer relationship management training course, your team will be better able to:
- Build rapport
- Build trust
- Demonstrate empathy
- Understand customer priorities
- Deliver value
- Demonstrate trusted advisor behaviours
- Maintain a customer-centric mindset
- Convert sales opportunities
- Maximise revenue
- Manage conflict, complaints and difficult conversations
- Build deeper stronger customer relationships
Who is customer relationship management training for?
These types of courses are for anyone involved in managing or interacting with customers—whether you’re working in sales, marketing, customer support, or running your own business.
- Sales professionals: Learn how to track sales progress, manage leads, and maintain client relationships to close more deals.
- Marketing teams: Understand how to personalise marketing campaigns, segment audiences, and use data for targeted outreach.
- Customer service representatives: Gain skills to track customer enquiries, provide exceptional support, and build long-term loyalty.
- Business development managers: Improve relationship-building strategies with potential clients and partners.
- Small business owners: Learn how to manage customer interactions more effectively, improve customer satisfaction, and streamline operations.
Enquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
Our customer relationship training facilitators
The founder of CX Training is Giles Watson, who has over 20 years of experience in professional services management and consultancy. He is known as a facilitator and speaker for his engaging delivery and relevant, insightful and practical content. Giles takes a strategic approach to how his clients experience training. He strongly focuses on value, design, and the different ways content can be delivered. His qualifications include:
- Certificate IV in Training and Assessment
- MA in Marketing (Distinction)
- MBA (Distinction)
- Member of CSIA (Customer Service Institute of Australia)
- Accredited behavioural profiler – Hogan Assessments
In addition to CX Training’s principal consultants, the company has developed relationships with a network of passionate and talented industry experts who contribute when needed to deliver scalable delivery and optimal results.
What you’ll need for our courses:
If you are doing a virtual course:
- A computer or mobile device
- Internet connection
- Speakers and a microphone
- A webcam
If you are doing a course at work:
- A training room
- Stationery to take notes
We will provide:
- A workbook
- A slide presentation
An amazing facilitator!
FAQS – Customer relationship management course
1. How long is the course?
We can adapt to your needs, but we recommend either a half-day or a full-day workshop.
2. Can you come to us?
Yes, we can come and deliver a workshop on your premises.
3. How many people can we have in each workshop?</
We don’t place a strict limit on this – you can have as many as you like. However, smaller workshops allow for more interaction and higher engagement. For this reason, we recommend a limit of fifteen people for face-to-face workshops, and ten for online workshops.
4. Is this training primarily focused on sales or customer service?
We can adapt the workshop to focus on your needs and priorities. Call us to discuss this further.
5. What's the delivery style of your training courses?
The course can be delivered either face-to-face or online over Teams / Zoom. All workshops are interactive featuring a range of discussions, exercises and activities designed to embed learning. We can engage in in-room coaching for smaller workshops, challenging unproductive mindsets or limiting beliefs. We might use the Mentimeter app in larger workshops, allowing easy, anonymous engagement and interaction. All workshops include a focus on mindset and emotional intelligence. Once we have raised enlightened self-awareness, we lay the skills on top. All sessions end with a focus on identifying team and individual objectives to enhance performance.