Client Relationship Management in the Public Sector
3 days|Delivered on request
Client Relationship Management in the Public Sector takes the discipline and works it through the constraints of this operating context, including service recovery, negotiation in sales and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with consultative selling, customer retention and objection handling in their own organisation.
What delegates leave able to do
- Make a decision about consultative selling without waiting for a specialist, measured against the Consumer Protection Act
- Bring customer retention into line with current good practice
- Review objection handling and say plainly whether it is working
- Spot where customer journey mapping is failing before it becomes a finding
What the course covers
- Service recovery
- Negotiation in sales
- Consultative selling
- Customer retention
- Objection handling
- Customer journey mapping
- Difficult conversations
Who should attend
- client relationship managers
- sales representatives
- key account managers
- contact centre team leaders
