the description
The “Customer Service – Managing Key Customers” course addresses the methods and skills that a team leader must acquire and use effectively in order to be able to build strong relationships with customers and lead the customer service team to achieve goals and reach success.
This course is directed to employees working in various areas of customer service who wish to develop their abilities and skills, and climb the career ladder to lead work teams.
It begins by addressing how to build relationships with key customers and manage expectations. After that, it moves on to explaining the importance of achieving sales goals, and how to collect the information necessary to anticipate these goals in a scientific and accurate manner. It is also explained how to design the model used to follow up on established sales goals and actual sales in order to take the necessary corrective measures.
This course covers the leadership skills that a key customer management manager must have in order to be able to build and manage the work team and lead them to achieve goals and success, and the process of evaluating the work team’s performance and determining key performance indicators.
At the end of the course, the process of training and developing the team and how to use the job description document and periodic performance evaluation to determine the training needs of all team members are discussed. The training plan is then developed and the extent of its impact on performance development is monitored.
What will you learn?
Understand and apply how to build strong, long-term relationships with customers to ensure the success of the organization.
Understand and define performance indicators to measure the success of the customer relationship.
Apply and collect necessary information, and set sales forecasts and goals.
Analyze and compare sales targets with actual numbers, and take corrective action.
Determine leadership skills to manage a key customer management team, evaluate team performance, take corrective actions based on performance evaluation, identify training needs, and prepare a training plan.
