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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.
I feel so much more confident
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
Short – Sam Roper – HSD Unlike other courses the action plans
Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.
Sam Roper
Short – Sam Roper – HSD – the feedback and enthusiasm from everyone has exceeded my expectations
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
Short – Schein – Mark Y – Team Leader
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
Short – Russell Smith – Reynolds – added value
They added real value and are a real pleasure to work with.
Russell Smith
Short – Patrick Allen – Henry Schein – results
They deliver great results and provide a real return on investment.
Patrick Allen
Short – Reynolds – Customer Service; Call Centre and leadership
If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.
Paul Collins
Short – Michael Reeve – Edwards – customer service and sales
I wouldn't hesitate to recommend them.
Michael Reeve
Short – Rotrex – Ian Bunting – Sales
The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.
Ian Bunting
One of the best received we have run
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills
Short – Jeff Hudson FLG – Hire
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
Short – FLG Jeff Hudson – sales hire controllers
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
Short – Matt Ainscough – Commercial
The results have been outstanding.
Matt Ainscough
Short – Edwards – Customer Service
I learned more in this course than in over 20 years of customer service.
Christian Owens
Short – All Med Pro – Sales
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
Short – BOC – Colin Mills – Customer Service
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills

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.

GET IN TOUCH

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.

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