Leading Channel and Distributor Management Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers consultative selling and complaint handling from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with difficult conversations, objection handling and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about objection handling without waiting for a specialist
- Improve customer journey mapping within their own organisation
- Review key account management and say plainly whether it is working
What the course covers
- Consultative selling
- Complaint handling
- Difficult conversations
- Objection handling
- Customer journey mapping
- Key account management
- Customer retention
Who should attend
- contact centre team leaders
- client relationship managers
- customer service managers
- key account managers
- branch managers
