and Skill Development
It's hard to achieve your customer goals
without relying on the skills of the team that support them.
Imonic undertake specialised training in a few critical areas
of customer management. For key account managers (KAMs) or
Global Account Managers (GAMs), we aim to give the maximum
benefit - and fast - by concentrating on the basics:
- Clarity of account
- Call/visit contact
- Agreeing agendas
- managing by outcomes
- Rapport building
- Seek to understand
before seeking to be understood.
- Listening (developing
- Summarising and
- Agreeing actions
and following up.
- Key account planning.
If your KAMs are good at these fundamentals and use them all
the time, along with a clear account plan, then you are 80%
of the way there already! (Refer key
Developing the skills of less senior staff
can often be as important (depending on your circumstances),
and one critical area of customer support, which is frequently
ignored, is effective interaction by telephone.
Imonic build skill in this area by undertaking
a combination of workshops and one to one telephone coaching.
We bring along, by arrangement, telephone recording equipment
(this works with any PABX digital or analogue system), to
record and review calls. Depending on call type (inbound/outbound),
we ascertain the caller/customer's call objective and identify
whether it was satisfied. We can then determine if:
- Customer wants and needs were met,
- Further customer information, was maximised
and taken advantage of.
- What follow-up action is required to
satisfy the call, improve future contact or create cross-sell/up-sell
It's not difficult to imagine the number
of opportunities that can be missed through poor listening
and questioning techniques at this critical interface, which
in many businesses accounts for the majority of customer contact
The one to one nature of our coaching programmes
has a sustained and measurable effect on account objectives,
sales and customer satisfaction - this is not an area that
is usually improved through one day, away from base courses,
integrated and tailored coaching plans are far more effective!
Imonic pride itself on practical coaching
that builds skill and brings results. Most of the training
we do is specific to a client's needs.