Client Relationship Management for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers needs analysis and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service level design, complaint handling and negotiation in sales in their own organisation.
What delegates leave able to do
- Improve service level design within their own organisation, measured against recognised service design practice
- Put complaint handling on a footing they can defend to a reviewer
- Bring negotiation in sales into line with current good practice
- Make a decision about proposal writing without waiting for a specialist
What the course covers
- Needs analysis
- Telephone and contact centre skills
- Service level design
- Complaint handling
- Negotiation in sales
- Proposal writing
- Objection handling
Who should attend
- contact centre team leaders
- client relationship managers
- sales managers
- customer service managers
- branch managers
