Client Relationship Management for Non-Specialists
2 days|Delivered on request
Client Relationship 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 service recovery and service level design 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, negotiation in sales and consultative selling 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
- Bring negotiation in sales into line with current good practice
- Take ownership of consultative selling rather than escalating it
- Improve upselling and cross selling within their own organisation
What the course covers
- Service recovery
- Service level design
- Needs analysis
- Negotiation in sales
- Consultative selling
- Upselling and cross selling
- Customer journey mapping
Who should attend
- service desk staff
- contact centre team leaders
- sales managers
- client relationship managers
