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Account Management
– the ‘what to do’ of the Account Manager role
Sales skills
– how to maximise engagement time with IFAs
Advanced sales skills
– developing high performing salespeople
Sales Management development
– developing high performing individuals and teams
Customer Service training
– an attitude not a department
 

 

The retention of business relationships is often dependant upon the quality of customer service.  Many companies experience disconnect between the sales and customer service functions.   This disconnect can result in the sales force having a lack of confidence in the customer service function.  Additionally, it is rare for customer service staff to have a clear understanding of the requirements of its internal customer; the sales force and its external customer; the IFA community.

 

Momenta b2b has a number of years experience working with Customer Service teams to help them:

  • Increase their understanding of the marketplace and the needs of their internal and external customers
  • Understand how they can work individually and as a team to meet necessary agreed client service levels
  • Identify and gain the skills required to improve the customer experience
  • Align their teams with the sales teams

We provide framework support and training, which includes:

  • The importance of Customer Service
  • Understanding the IFA’s world
  • Understanding the Account Manager’s world
  • Communication skills, the heart of customer service
  • Managing customer expectations & dealing with dissatisfied customers
  • Building a Customer Service brand and culture

We will work in consultation with you to tailor these processes and skills to meet the exact requirements of your business.

       



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