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1. What is the Introduction to Customer Relationships course at Finstock Evarsity College?
Introduction to Customer Relationships is a comprehensive online short-term course offered and examined by Finstock Evarsity College. The course runs for one month, and upon successful completion, you are awarded a certificate of completion from Finstock Evarsity College.

It focuses on the foundations of Customer Relationship Management (CRM) and how organizations can build, maintain, and strengthen relationships with their customers.

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2. What is the main aim of this course?
The aim of the course is to give you an in-depth introduction to the different areas and functions of Customer Relationship Management (CRM). It focuses on:

• Building and maintaining good customer relationships

• Consistently exceeding customer expectations

• Engaging customers in meaningful ways

• Exploring strategies to build, maintain, and strengthen both new and existing customer relationships

It is especially helpful for people new to customer service or those moving into customer-facing roles.

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3. What topics are covered in the Introduction to Customer Relationships course?

Through hands-on practice, exercises, and courseware, you will cover topics such as:

• Overview of building customer relationships

• Importance of Customer Relationship Management (CRM)

• Maintaining a solid customer base

• Building and maintaining customer loyalty

• Establishing personal and business connections with customers

• Creating testimonials, referrals, and recommendations from happy customers

• Adapting to customers’ cues and behaviours

• Interpreting customers’ service priorities

• Managing processes in customer relationship management

• Analytics in CRM and use of customer management tools

• Follow-through and documentation in customer relationships

• Case studies in different industries and sectors

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4. Who is this course designed for?

The course is suitable for:

• Students and educators

• Customer relations professionals, including managers and team leaders

• Customer service agents, procurement staff, and supervisors

• Operational staff in various sectors

• Sales staff

• Skilled traders and business people who interact directly with customers

It is ideal for both beginners with no prior training in customer service and experienced staff who want to formalize and sharpen their skills.

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5. What are the entry requirements for Introduction to Customer Relationships?

To enroll and study the Introduction to Customer Relationships Training Course, a student should have:

• A minimum of D Minus (D-) in KCSE exams.

This makes the course accessible to a wide range of learners seeking growth in customer service and relationship management.

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6. How is the course delivered?

The mode of delivery is Online Learning, which allows you to study from home and/or the office. The program uses:

• Written self-instructional study modules

• Online interactive devices and self-tests

• Cloud-based content

• Videos of lectures

• Audio-visual and other e-learning materials

You can learn at your own pace while still benefiting from structured content and guided activities.

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7. Why should I study Introduction to Customer Relationships at Finstock Evarsity College?

• Expert trainers:
  The course is facilitated by seasoned professionals with real-world experience and strong backgrounds in online and instructor-led training.

• Simplified and engaging teaching style:
  Content is delivered in simple English, using a personalised, engaging, and professional approach to maximise understanding and retention.

• Aligned with global best practices:
  The course is developed after extensive research and is aligned to global best practices in customer service and CRM.

• Practical learning:
  The course includes many practical sessions, activities, and exercises that let you apply concepts immediately. These are supported by:

  • Short lectures

  • Comprehensive notes

  • Case studies and real-life examples

  • Projects and online discussions

  • Feedback to help you improve

Because of this, the course is valuable both for experienced professionals and beginners with no formal training in customer service.

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8. What will I be able to do after completing the course?

By the end of the course, you will be able to:

• Understand and appreciate the benefits of CRM on a company’s productivity and long-term success.

• Analyse different components of a CRM plan, including tools, processes, and strategies.

• Describe how CRM creates value for both organizations and their customers.

• Develop a proactive approach to focus time, resources, and effort on the right customers.

• Engage and educate customers, identify their plans, problems, and priorities.

• Demonstrate techniques to increase the frequency and value of customer spending.

• Develop a plan to maximize customer relationships, including loyalty and retention strategies.

• Create more referrals, recommendations, and testimonials from satisfied customers.

• Understand practical applications and best practices of CRM in different sectors.

• Apply what you’ve learned to enhance customer service, sales, and marketing.

• Document customer interactions and conduct effective follow-through.

• Analyse information and create reports for fact-based interactions and decision-making around customers.

Upon completion, your Introduction to Customer Relationships certification will prove that you have a valuable, career-advancing skill in the customer service field, suitable for both entry-level and established professionals in the public, private, corporate, and voluntary sectors.

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9. How will this course help my career?

• It strengthens your customer service profile and makes you more competitive for roles in sales, customer care, relationship management, and account management.

• It gives you practical skills to build loyalty, improve customer satisfaction, and grow business value.

• It supports career progression in any customer-facing or client-focused role.

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10. How do I enroll for the Introduction to Customer Relationships course?

To get started:

1. Visit the Finstock Evarsity College website.

2. Search for “Introduction to Customer Relationships” in the course catalogue.

3. Follow the online registration steps.

4. Once enrolled, you can begin your one-month online learning journey from anywhere.

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