Programme Details
Customer Service - Key Account Management Course
By Edraak
About the programme
The course "Customer Service - Key Account Management" covers the methods and skills that a team leader should acquire and effectively utilize to build strong relationships with key clients, lead the customer service team, achieve objectives, and attain success.
This course is designed for employees working in various customer service fields who aim to enhance their capabilities and skills, and climb the career ladder to eventually lead teams. It begins by addressing how to establish relationships with key clients and manage expectations. Subsequently, it delves into the importance of achieving sales goals and how to gather the necessary information to scientifically and precisely forecast these goals. Additionally, the course explains how to design the model used to monitor set sales targets against actual sales to implement necessary corrective measures.
The course encompasses the leadership skills that a Key Account Management department manager must possess to build and manage the team, guiding them towards achieving objectives and success. It also covers the process of assessing team performance and defining key performance indicators.
At the end of the course, the training and development process of the team is discussed. It explains how to utilize job descriptions and periodic performance evaluations to identify the training needs of each team member. Subsequently, a training plan is formulated, and its impact on performance development is monitored.