Channel and Distributor Management for Non-Specialists
2 days|Delivered on request
Channel and Distributor Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and negotiation in sales without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with needs analysis, objection handling and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about needs analysis without waiting for a specialist, measured against the Consumer Protection Act
- Improve objection handling within their own organisation
- Spot where service recovery is failing before it becomes a finding
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Customer retention
- Negotiation in sales
- Needs analysis
- Objection handling
- Service recovery
- Complaint handling
- Proposal writing
Who should attend
- client relationship managers
- contact centre team leaders
- key account managers
- customer service managers
