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Develop Customer Relationships - Level 2


Price is per online user of this course. Applicable EU VAT is added.

Developing customer relationships is a vital part of any customer service role.  It is important that it is carried out positively and professionallyt in order to meet the needs and expectations of the customer, to gain customer loyalty and to present a positive image of the organisation.

the aim of this unit is for you to learn how to develop customer relationships by understanding relationship management systems and processes in place that help you to meet customer expectations over time.  You will gain understanding of what customer loyalty and retention are and their value to an organisation.  Finally you will find out what you can and cannot offer customers within the limits of your own authority.

This  Level 2 course, from the Business Administration Level 2 suite of online courses, is mapped to UK National Occupational Standards CUS19, Y/506/2149.

See below for further information.


Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:

Five stage learning process


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Describe the importance of developing customer relationships and the value of customer loyalty and retention
  • Explain the use of customer Relationship Management (CRM) systems to meet customers’ expectations and the importance of communication in the development of internal and external customer relationships
  • State how to meet or exceed customers’ expectations within limits of own authority and identify the added value that an organisation could offer customers
  • Identify new ways of helping customers based on their feedback and understand how to share feedback from customers with others.

Course Content

i-ACT: Developing and Supporting Relationships with Customers

  • i-Ask: The Customer Relationship
  • i-Ask: Customer Loyalty, Retention and Expectations
  • i-Check: The Customer Relationship
  • i-Test: The Customer Relationship

i-ACT: Working with Customer Feedback

  • i-Ask: Ways to Share Feedback From Customers
  • i-Ask: Taking Action and Logging Feedback
  • i-Check: Importance of Customer Feedback
  • i-Check: Managing Customer Feedback
  • i-Test: Importance of Customer Feedback

i-ACT: Communication with Customers and CRM Systems

  • i-Ask: Understanding the Basics of CRM for Internal and External Customers
  • i-Ask: Communications Between Internal and External Customers
  • i-Check: Communication with Customers and CRM Systems
  • i-Test: Communication with Customers and CRM Systems

i-Practice: Good Customer Service

  • i-Practice: Good Customer Service
  • i-Practice: Good Customer Service (Assessment)

Organisational Licensing

The suite of Business Administration courses is available as an organisational licence – please enquire for details by emailing [email protected] or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]

Additional information






Available for immediate enrolment



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