Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
No competences in this bucket.
The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.
A business practice to conduct long-term sustainable growth by seeking environmental, economic, and social strategies as its three main pillars.
The offered products, their functionalities, properties and legal and regulatory requirements.
The process of effectively communicating within the workplace and to external bodies to achieve organisational goals.
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
An online library that contains information about a product or service to help customers finding answers to their queries.
The practice of managing all aspects of the image and perception of a company or individual among stakeholders and the society at large.
The process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.
No competences in this bucket.
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
Run the management of an establishment and ensure that every need for an smooth running of the operations is looked after.
Advise business or public organisations on public relations management and strategies in order to ensure efficient communication with target audiences, and proper conveying of information.
Analyse buying habits or currently prevalent customer behaviour.
Establish a positive, long-term relationship between organisations and interested third parties such as suppliers, distributors, shareholders and other stakeholders in order to inform them of the organisation and its objectives.
Express intentions and behaviour in a coherent and transparent manner, inviting reciprocity and establishing the grounds for a trusting and reliable connection between people and teams.
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Reach out to and meet up with people in a professional context. Find common ground and use your contacts for mutual benefit. Keep track of the people in your personal professional network and stay up to date on their activities.
Fix and schedule professional appointments or meetings for clients or superiors.
Lead and manage according to the organisation's code of conduct.
Pursue potential customers or products in order to generate additional sales and ensure growth.
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Manage the accounts and financial activities of an organisation, supervising that all the documents are correctly maintained, that all the information and calculations are correct, and that proper decisions are being made.
Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
Increase possible sales volumes and avoid losses through cross-selling, upselling or promotion of additional services.
Analyse the habits and needs of customers and target groups in order to devise and apply new marketing strategies and to sell more goods in a more effective way.
Direct and supervise the day-to-day activities of subordinate personnel.
No competences in this bucket.
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
The principles, ethical issues, regulations and protocols of data protection.
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
Principles governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
No competences in this bucket.
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
Monitor and oversee the activities related to the ongoing sales in the shop to ensure that sales goals are met, assess areas for improvement, and identify or solve problems that customers could encounter.
Teach techniques designed to maintain customer service standards at a satisfactory level.
Reach set sales goals, measured in revenue or sold units. Reach the target within a specific timeframe, prioritise sold products and services accordingly and plan in advance.
Analyse the formal statements from businesses which outline their business goals and the strategies they set in place to meet them, in order to assess the feasibility of the plan and verify the business' ability to meet external requirements such as the repayment of a loan or return of investments.
Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
Study clients' needs and expectations for a product or service in order to identify and resolve inconsistencies and possible disagreements of involved stakeholders.
Analyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.
Work together with a group of professionals to develop marketing strategies performing market analysis and financial viability while staying aligned with the company's goals.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
Analyse business information and consult directors for decision making purposes in a varied array of aspects affecting the prospect, productivity and sustainable operation of a company. Consider the options and alternatives to a challenge and make sound rational decisions based on analysis and experience.
Negotiate the terms, conditions, costs and other specifications of a contract while making sure they comply with legal requirements and are legally enforceable. Oversee the execution of the contract, agree on and document any changes in line with any legal limitations.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Ensure all employees are providing excellent customer service in accordance to company policy.
Evaluate the condition of a business on its own and in relation to the competitive business domain, performing research, placing data in context of the business' needs and determining areas of opportunity.
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
Gather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
Set up procedures for maintaining and improving health and safety in the establishment or workplace.
Develop a method to promote a product through different channels, such as television, radio, print and online platforms, social media with the aim to communicate and deliver value to customers.
Collect and analyse sales levels of products and services in order to use this information for determining the quantities to be produced in the following batches, customer feedback, price trends, and the efficiency of sales methods.
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.