Key Account Management
3 days|Delivered on request
This Key Account Management programme gives delegates a working command of sales forecasting and customer journey mapping, grounded in recognised service design practice. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with difficult conversations, complaint handling and needs analysis in their own organisation.
What delegates leave able to do
- Improve difficult conversations within their own organisation, measured against recognised service design practice
- Take ownership of complaint handling rather than escalating it
- Review needs analysis and say plainly whether it is working
- Spot where service recovery is failing before it becomes a finding
What the course covers
- Sales forecasting
- Customer journey mapping
- Difficult conversations
- Complaint handling
- Needs analysis
- Service recovery
- Objection handling
Who should attend
- sales managers
- service desk staff
- key account managers
