Advanced Client Relationship Management
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into customer journey mapping, difficult conversations and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with needs analysis, upselling and cross selling and service standards in their own organisation.
What delegates leave able to do
- Explain needs analysis to someone who does not do the work, measured against consultative selling methodology
- Review upselling and cross selling and say plainly whether it is working
- Spot where service standards is failing before it becomes a finding
- Bring complaint handling into line with current good practice
What the course covers
- Customer journey mapping
- Difficult conversations
- Needs analysis
- Upselling and cross selling
- Service standards
- Complaint handling
- Voice of the customer programmes
Who should attend
- sales representatives
- sales managers
- key account managers
- client relationship managers
- customer service managers
