STRATEGIC CUSTOMER SERVICING & KEY ACCOUNT MANAGEMENT

Customer Service 

• Quotations on customer service 
• Service definitions and concepts 
• Quality service requirements 
• Cost of bad customer service 
• Customer care foundations 
• Learning from the best 

Internal Customer Service 

• Identifying internal and external customers 
• Customer requirements 
• Foundation of great service people 
• The service profit chain 

Managing Customer Expectations 

• What to say and what not to say 
• Calming upset customers 
• Comments you should avoid 
• Managing customer expectations 
• ‘RATER’ and the service quality (SQ) factors 
• Flying over customer expectations 
• Role-plays and exercises on dealing with different personality styles 

Effective Communication Skills for Handling Customers 

• Active listening 
• Effective listening skills 
• Phone etiquette 

Professional Behavior with Customers 

• The power of behavior 
• Principles of effective behavior 
• How to behave professionally with the customer 
• History of communication 
• Interesting study 
• Interpreting non-verbal behavior 
• The right behavior with the customer 
• The wrong behavior with the customer 
• Assertive, passive and aggressive behavior 
• Verbal and non-verbal components of communication styles 

Dealing with Difficult Customers 

• Dealing with different personality types 
• Service recovery strategies 

Customer Servicing in Key Account Management (KAM) overview 

• The changing nature of sales force activity 
• Definition of key account management 
• Criteria for qualifying Key Accounts (KA) 
• Strategic accounts versus key accounts 
• Objectives of KAM 
• Managing customer profitability and Customer Relationship Management (CRM) 

Definition and goals of CRM 

• The value of loyalty 
• Acquisition costs and lifetime value (LTV) 

Key Account analysis: defining and selecting KA 

• KAM: best-practice actions 
• Account analysis insights 
• Account analysis methods 
• Important ‘KPIs’ for KA qualification 

Key account relationship development 

• Business partnership defined 
• The partnership skill set 
• The KA relational development model 
• Pre-relationship stage 
• Early relationship stage 
• Mid-relationship stage 
• Partnership relationship stage 
• Synergetic relationship stage 
• Reasons for divesting partnerships 
• The KA quiz