Key Account Management in the Public Sector
3 days|Delivered on request
Key Account Management in the Public Sector takes the discipline and works it through the constraints of this operating context, including consultative selling, objection handling and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with voice of the customer programmes, service recovery and proposal writing in their own organisation.
What delegates leave able to do
- Explain voice of the customer programmes to someone who does not do the work, measured against the Consumer Protection Act
- Spot where service recovery is failing before it becomes a finding
- Make a decision about proposal writing without waiting for a specialist
- Bring customer journey mapping into line with current good practice
What the course covers
- Consultative selling
- Objection handling
- Voice of the customer programmes
- Service recovery
- Proposal writing
- Customer journey mapping
- Sales forecasting
Who should attend
- customer service managers
- service desk staff
- key account managers
- sales managers
