Client Relationship Management
3 days|Delivered on request
This Client Relationship Management programme gives delegates a working command of service recovery and consultative selling, grounded in recognised service design practice. Organisations invest here because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with needs analysis, customer retention and objection handling in their own organisation.
What delegates leave able to do
- Improve needs analysis within their own organisation, measured against recognised service design practice
- Put customer retention on a footing they can defend to a reviewer
- Review objection handling and say plainly whether it is working
- Spot where difficult conversations is failing before it becomes a finding
What the course covers
- Service recovery
- Consultative selling
- Needs analysis
- Customer retention
- Objection handling
- Difficult conversations
- Voice of the customer programmes
Who should attend
- key account managers
- sales managers
- service desk staff
