McTimothy Associates

STRATEGIC CUSTOMER SERVICING AND KEY ACCOUNT MANAGEMENT

Why Attend

In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude and including specific methods to analyze and improve the service provided, we cover it all in a straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations. Equally important aspect covered in the Key accounts relationship management which will help participants a great deal in managing various group of highly important customers.

230,000.0000 VAT

Event Date: 26/06/2025 – 28/06/2025

Total:

More Dates

19/03/2025 – 19/03/2025

Price: 230,000.0000 VAT

09/10/2025 – 11/10/2025

Price: 230,000.0000 VAT

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

Other Courses