Digital Transformation in Key Account Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service standards and customer retention as they stand today and where they are heading. The shift is worth understanding because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with upselling and cross selling, proposal writing and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Spot where upselling and cross selling is failing before it becomes a finding, measured against recognised service design practice
- Bring proposal writing into line with current good practice
- Review voice of the customer programmes and say plainly whether it is working
- Take ownership of complaint handling rather than escalating it
What the course covers
- Service standards
- Customer retention
- Upselling and cross selling
- Proposal writing
- Voice of the customer programmes
- Complaint handling
- Negotiation in sales
Who should attend
- contact centre team leaders
- customer service managers
- sales managers
- branch managers
