Strategic Key Account Management
5 days|Delivered on request
Strategic Key Account Management looks at this work from the level at which it is resourced and defended. The focus is on customer retention, key account management and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, objection handling and complaint handling in their own organisation.
What delegates leave able to do
- Make a decision about service recovery without waiting for a specialist, measured against the Consumer Protection Act
- Review objection handling and say plainly whether it is working
- Bring complaint handling into line with current good practice
- Take ownership of voice of the customer programmes rather than escalating it
What the course covers
- Customer retention
- Key account management
- Service recovery
- Objection handling
- Complaint handling
- Voice of the customer programmes
- Pipeline management
Who should attend
- key account managers
- sales managers
- branch managers
- customer service managers
- sales representatives
