Leading Client Relationship 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 objection handling and negotiation in sales from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service level design, pipeline management and complaint handling in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against recognised service design practice
- Improve pipeline management within their own organisation
- Put complaint handling on a footing they can defend to a reviewer
- Make a decision about customer retention without waiting for a specialist
What the course covers
- Objection handling
- Negotiation in sales
- Service level design
- Pipeline management
- Complaint handling
- Customer retention
- Service standards
Who should attend
- sales managers
- service desk staff
- contact centre team leaders
- key account managers
- customer service managers
