Telephone Account Management Training

Telephone Account Management; proactive, cost effective contact with existing accounts to retain or grow their spend

Want to improve customer

contact by phone?

Click the button below to find out how we can train your team and achieve real results for your business

LET'S TALK

Who will this training help?

What will you get?

How long will it take?

Telephone account management is a great way to have cost effective and useful contact with your accounts.

Our training helps participants develop the skills and practices to ensure regular, cost effective and meaningful contact across your customer base.

Working together with your field sales team, or as a standalone sales function, telephone account management is a key way of keeping in touch with your customer base.

Telephone Account Managers need to understand their part in your sales strategy, be able to set objectives for their accounts, manage their portfolio of accounts, and have meaningful conversations with their allocated accounts that build loyalty, sales and which are of use to customers.

Who will this training help?

Suitable for anyone who has regular contact by telephone with a portfolio of customers.

From new starters to refreshing more experienced account managers, we’ll focus on your desired outcomes when working with your people.

A key partner as our company moves forward

Intelligent Dialogue brings clarity, empathy and an informed insight into our staff development at an operational and board level. They are a key partner as our company moves forward to its next chapter.

David Evans

The feedback was unanimously positive. We have really seen a change in how the PSAs interact with patients; a much more ‘can do’ approach to potential problems.

Gill Welch

“The training I have received from Diane at Intelligent dialogue is second to none! Tailor made to my working situation and at an extremely manageable pace. This has made my learning easy to implement over time and has yielded great results!”

Debra Ward

The Intelligent Dialogue team managed to achieve a big impact and improvement, with some of the smallest changes.

Operations Director

Best Customer Service Course I've been on in years, with one of the best trainers. Learned a great deal.

Debra Wood

100% Recommended. Real development for real people in daily scenarios.

Branch Manager

Booked meetings have doubled and quotes gone up by 61%

Even after just over a month my numbers as in number of booked meetings have double and quotes have gone up by 61%. As you can imagine we’re amazed by the results. Diane has even been in touch today to see what has happened since and to see if there was anything else we needed. We couldn’t ask for a better service!

Darren John

“The session was hugely informative and interactive, and the trainer really understood our business, and adapted the session to meet our needs.”

Luci Lloyd

I feel so much more confident having this framework now when handling sales calls and it feels so much more natural than the one I was trying to implement before.

Danielle Cole

Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.

Sam Roper

The feedback and enthusiasm from everyone involved has exceeded my expectations.

Sam Roper

Short – Angel Advance – the most valuable course – customer service

The most valuable course taken to date for our managers, trainers and coaches.

Ben Mariner

Short – BOC – Ambassador – really good very insightful

It's helped me to understand how to make a customer feel valued. Really good, very insightful.

R L

Short BOC – Ambassador – time and money well spent

Excellent, time and money well spent.

Phil M

An awesome insight into the way our interactions with clients have a significant impact on our business. Providing skills & techniques for a better customer experience.

Mark Yeates

They added real value and are a real pleasure to work with.

Russell Smith

They deliver great results and provide a real return on investment.

Patrick Allen

If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.

Paul Collins

I wouldn't hesitate to recommend them.

Michael Reeve

The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.

Ian Bunting

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

Intelligent Dialogue really understand the hire market, and if you want to generate more business and improve service I would contact Diane Banister.

Jeff Hudson

Already extra revenue has been significant.

Jeff Hudson

Short – Coventry City Council – Customer Service

I would strongly recommend Intelligent Dialogue to anyone. The content was perfect and the delivery was First Class.

Daniel Freeman

The results have been outstanding.

Matt Ainscough

I learned more in this course than in over 20 years of customer service.

Christian Owens

I'd recommend this training course if you want to make more profit. As far as courses go it's been as good as it gets.

Craig Hughes

Brilliant workshop today. Many thanks to Diane Banister. Already the feedback I have had from the team has been great. Highly recommended.

Adam O'Keeffe

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

More Testimonials

What you will get from Intelligent Dialogue Telephone Account Management Training

Our training is tailored to achieve your objectives, and helps participants understand the purpose of their role, while developing the skills and practices which will make them effective.

Not only do we deliver telephone account management training & development programmes, we support the development of your telephone account management strategy. We work with line managers to help them achieve targets and objectives through their telephone account management teams.

Tailored to your needs, telephone account management training will include some or all of the following:-

managing a portfolio of accounts and call frequency

regenerating accounts that have stopped using you

retaining customers against competitor activity

growing the spend of existing accounts

the purpose of your telephone activity

making calls count – getting pay off from your activity

making intelligent calls – ones your customers want to receive

developing the skills to manage and lead the conversation

understanding the decision making unit that you will have navigate

introducing yourself and your call

building the relationship and the benefit for the customer of your call

getting access to the right people

crafting and delivering your message

handling and overcoming objections

agreeing action and next steps with customers

say it and do it – making the next steps happen

developing your account management plan

working together with your field sales team to protect accounts from competitor activity

managing your productivity over the telephone

How long will it take?

Usually 2 days to allow for lots of practice and feedback, the length of the course depends on the experience and recent training your team has received.

The course can split into 2 separate areas – managing productivity and a portfolio of accounts, and having productive conversations with customers

We can also coach your people, listening to and coaching live calls; helping participants develop the style and approach that will work for them in your market place.

LET’S TALK

If you would like to improve your teams telephone account management skills get in touch to discuss the detail of what you’d like to achieve. We’ll discuss with you our approach to achieving your objectives, how long the training will take and the investment you’ll need to make.