Client Relationship Management Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether needs analysis and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with voice of the customer programmes, objection handling and customer retention in their own organisation.
What delegates leave able to do
- Bring voice of the customer programmes into line with current good practice, measured against the Consumer Protection Act
- Explain objection handling to someone who does not do the work
- Take ownership of customer retention rather than escalating it
- Make a decision about key account management without waiting for a specialist
What the course covers
- Needs analysis
- Complaint handling
- Voice of the customer programmes
- Objection handling
- Customer retention
- Key account management
- Pipeline management
Who should attend
- sales managers
- sales representatives
- branch managers
- service desk staff
- client relationship managers
