Get staff motivated and educated on how to systematically develop relationships with and retain clients.

Train your account representatives on true customer relationship management – where they systematically develop relationships with their client base over time in this retention-driving workshop.

Sales/Service representatives are exposed to CSS’ Client Relationship Development (CRD) methodology in this relationship-building process workshop, where staff develop Touch Point plans based on key data needs such as Client Retention Drivers.

The training also addresses how to effectively cross-sell and up-sell customers once strong relationships have been developed. Staff receive an understanding of the CRD model which offers client retention and growth strategies and tactics in a comprehensive and systematic way.

CSS uses a workshop format and incorporates Touch Point planning and methods of categorizing/prioritizing the account base.

• Review of financial/business impact of customer service and service recovery.

• Discussion of primary drivers of client satisfaction.

• Practices for managing customer expectations.

• Review of key phrases to avoid and adopt.

• Use of proven CSS service interaction techniques:

• Review/definition of Client Retention Drivers.

• Account representative relationship-building process training, reinforcement of expectations for and roles of representatives.

• Review of CSS’ proprietary CRD methodology.