Client Relationship Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through complaint handling and objection handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with negotiation in sales, voice of the customer programmes and upselling and cross selling in their own organisation.
What delegates leave able to do
- Take ownership of negotiation in sales rather than escalating it, measured against consultative selling methodology
- Bring voice of the customer programmes into line with current good practice
- Spot where upselling and cross selling is failing before it becomes a finding
- Explain customer journey mapping to someone who does not do the work
What the course covers
- Complaint handling
- Objection handling
- Negotiation in sales
- Voice of the customer programmes
- Upselling and cross selling
- Customer journey mapping
- Service level design
Who should attend
- sales representatives
- customer service managers
- sales managers
