Live Online Training Courses
Time Management
Business Writing Skills
Consultative Selling
How to do less and achieve more. Time management training for busy people.
Consultative Selling
Business Writing Skills
Consultative Selling
Consultative selling training course for improved customer experienced.
Business Writing Skills
Business Writing Skills
Business Writing Skills
Business skills training on proposals, reports, emails and online writing skills.
Sales Prospecting
Customer Service Skills
Business Writing Skills
Skills, knowledge and attitude for creating new business opportunities.
Customer Service Skills
Customer Service Skills
Customer Service Skills
Business skills training on how to improve your customer service.
Account Management
Customer Service Skills
Customer Service Skills
Essential skills for account managers and support teams..
The Six Keys to Brilliant Account Management
PROFIT
Overview of the six PROFIT principles
Performance
Good account management goes way beyond the management of opportunities. How you measure your accounts and what you measure will largely determine the direction and focus of your development of both new and existing revenue streams. This module defines best practice account management measures and metrics, both activity and results-based. It examines very practical ways in which performance of bothexisting and prospective accounts can be easily monitored and progress highlighted. This includes the use of a one-page customised account 'dashboard'.
Relationships
Using a relationship matrix approach, it is vital that relationships are created, developed and co-ordinated at all levels in accounts. You should work on developing both a coach and senior level contacts. Relationship management should be approached in a structured and planned way, using online and offline sources of information.
Opportunities
A good account manager will view an account as an endless revenue stream, with a series of linked or consecutive opportunities. These should cover short, medium and long-term business development cycles. Accurate qualification, regular review and organised persistence are the three essentials for developing opportunities proactively.
Feedback and retention
This section looks in detail at customer and account retention in a positive and pro-active way. First ensuring a high-level of customer satisfaction and then building on this with a series of steps and initiatives. Identifying ‘at risk’ clients is also covered, and how to respond to customer dissatisfaction.
Influence
Good account managers or great influencers? Advanced persuasion, communication andpeople skills are a pre-requisite to developing accounts and opportunities effectively. This is particularly true in promoting new or solution-based propositions. This session discusses some ideas from participants and introduces some advanced techniques around a consultative or solution-focused approach.
Time management and teamwork
This is anessential skill of effective account management. Prioritisation of accounts, managing daily activities, effective horizontal delegation and co-ordination of others within an account structure are all covered. We also include aspects of virtual team management and effective communication.
More details:
Brilliant Customer Service Ltd
The Pinnacle, Midsummer Boulevard, Milton Keynes, MK9 1BP
03333 234 744 / 07515 851 691
hq@brilliantcustomerservice.co.uk
Blog site: www.busybeingbrilliant.com
www,brilliantcustomerservic.com
