Help Desk Books
Virtually all businesses have a core group of customers or key accounts. Many firms assume that a salesperson or account representative has responsibility for developing a good relationship with these important customers. Unfortunately, many employees lack the motivation, skills, or training to develop lasting relationships.
To overcome this reality, this training video presents a structured, well-organized approach to relationship development. The approach blends the concepts of customer satisfaction surveys, personal interviews, team site visits, and process improvement. By using this approach, both the customer and vendor are more satisfied, better communication is achieved, and more detailed customer input is captured to drive customized process improvement. And perhaps most important, the relationship development extends well beyond the capability of any one person, and is built into the organizational memory.
Table of Contents
A Planned Approach to Relationships
Identify Key Customers
Creating the Structure
Training the Team
Conducting the Customer Interview
Develop Action Plans
The Resource Center for Customer Service
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Last modified October 19, 2001