Fundamentals of Client Relationship Management
2 days|Delivered on request
Fundamentals of Client Relationship Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and negotiation in sales without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with proposal writing, service recovery and key account management in their own organisation.
What delegates leave able to do
- Improve proposal writing within their own organisation, measured against the Consumer Protection Act
- Take ownership of service recovery rather than escalating it
- Bring key account management into line with current good practice
- Explain consultative selling to someone who does not do the work
What the course covers
- Customer retention
- Negotiation in sales
- Proposal writing
- Service recovery
- Key account management
- Consultative selling
- Service level design
Who should attend
- customer service managers
- sales managers
- contact centre team leaders
- service desk staff
