account management Training

The Account Managers Role

Through group discussion we define the role of the Account Manager and confirm the best approach is a consultative one to ensure a positive customer experience. Participants are invited to assess which customers to spend the most time on, using a customer priority matrix. The account management cycle provides a through step-by-step process by which to manage accounts and ensue nothing is missed. We then assess individually communication skills using the Colours of Communication assessment tool. Particpants then learn how to flex their individual style to suit different customer communication approaches.

Understanding Your Customers

Building on the communications learning, we provide additional learning on how to build rapport using Pace Leading techniques. A range of different customer questioning techniques are covered to enable the account manager to build on the information they already have. Participants practice preparing appropriate questions and funnelling techniques. One of the key learning aspects of this course is how to understand a customer’s special concerns as well as their ongoing needs for the product or service. The style is kept practical, useable and participants will apply the learning to their own account management process as the learning unfolds.