Account Management

Sales

Aims of the course

Client account and relationship management is critical to the long-term success of any organisation. This one-day course has been designed to give participants a practical introduction to the tools, strategies and skills needed to become an effective account manager.

The course will help participants move away from transactional client relationships to one where they understand their clients’ needs, manage potential issues and retain long-standing relationships which the client values.

 

Who will benefit from attending?

This course is suitable for individuals operating in client facing account management roles who are required to generate business from new / existing client portfolios.

 

Reference Nr.:
SRM
Experience Level:
Standard
Group:
Main Group

 

Participants will learn to:

  • Build a relationship which is of value to both parties
  • Manage both the positives and negatives within account management
  • Understand different account management techniques to draw upon
  • Use techniques for dealing with demanding / difficult clients
  • Analyse relationships and implement beneficial measures
  • Appreciate expectations 

 

Key topics covered:

  • Principles of account management and essential skills and attitudes
  • What do clients expect and when can relationships go wrong?
  • Dealing with complaints and issues – turning them around and retaining the relationship
  • How do you currently manage your relationships and how do your clients perceive you?
  • Building rapport with your clients, identifying their needs and gaining their confidence and trust
  • Influence outcomes through effective and open communication 
  • Managing mediums of communication, such as teleconferences and webinars, successfully 
  • Innovative account management strategies which help the client to see value in the relationship
  • Designing a customer satisfaction survey

 

What is included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.