Practical Client Relationship Management
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service standards and service level design on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with objection handling, pipeline management and consultative selling in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against recognised service design practice
- Review pipeline management and say plainly whether it is working
- Bring consultative selling into line with current good practice
- Spot where complaint handling is failing before it becomes a finding
What the course covers
- Service standards
- Service level design
- Objection handling
- Pipeline management
- Consultative selling
- Complaint handling
- Voice of the customer programmes
Who should attend
- key account managers
- contact centre team leaders
- sales managers
