Practical Channel and Distributor Management
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through customer retention and negotiation in sales on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, customer journey mapping and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Bring telephone and contact centre skills into line with current good practice
- Take ownership of complaint handling rather than escalating it
What the course covers
- Customer retention
- Negotiation in sales
- Voice of the customer programmes
- Customer journey mapping
- Telephone and contact centre skills
- Complaint handling
- Key account management
Who should attend
- sales representatives
- customer service managers
- key account managers
