Fundamentals of Key Account Management
2 days|Delivered on request
Fundamentals of Key Account Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and complaint handling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with telephone and contact centre skills, sales forecasting and proposal writing in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Explain sales forecasting to someone who does not do the work
- Put proposal writing on a footing they can defend to a reviewer
- Take ownership of customer retention rather than escalating it
What the course covers
- Voice of the customer programmes
- Complaint handling
- Telephone and contact centre skills
- Sales forecasting
- Proposal writing
- Customer retention
- Pipeline management
Who should attend
- customer service managers
- service desk staff
- sales managers
- key account managers
