Manage Relationships Descriptions

Planning and managing the full client relationship helps ensure client satisfaction and the identification of new business opportunities. In the Managing Relationship part of Richardson’s Sales Effectiveness System, our solutions help build the skills and strategies that encourage your people to: Collaborate, Anticipate, and Partner.

Richardson offers the following curriculum to help your team Manage Relationships. 

Service-to-Sales Training Program
Richardson’s Service-to-Sales Program helps customer service representatives in any industry turn cues into revenues by providing the process, skills, and confidence to have outstanding sales dialogues and ask for the business.  Participants learn a Service-to-Sales Framework to first have a consultative dialogue that resolves the initial need, such as an issue with a bill or a question about an account.  Next, based on the cue, participants learn to drill down and probe the customer’s additional needs and then persuasively position the right product or service, resolve objections, and ask for the business.   The Framework is applied in highly customized scenarios that give participants real-life practice at turning service opportunities into sales while exceeding customer satisfaction.

Internal Partnering and Collaboration  

Richardson’s Internal Partnering and Collaboration Program focuses on the critical success factors for creating synergistic teaming:  having a common goal, mutual benefit, open communication, trust, and joint planning.  The Program provides a Framework that enables these success factors so you can quickly build your credibility and reputation, lead without authority, and inspire team members to do what needs to be done to win an engagement or expand business within an existing account.  Participants work through highly customized scenarios that focus on the most significant, relevant internal obstacles to pursuing business such as building the right team, credentializing yourself to new colleagues, presenting opportunities from a colleague’s perspective, and coming to agreement on a pursuit strategy.  Participants also work through sensitive team issues such as how to position alternate solutions to achieve a desired result, delivering a difficult message, saying “no” to a more senior colleague, correcting a colleague in a client meeting, dealing with resistance, and resolving the most difficult objections.

Leading Virtual Teams Program 

Richardson’s Leading Virtual Teams Program eases the challenges of leading, managing, and working in virtual teams.  It helps to remove the main obstacle for virtual teams which is that technology has allowed them to work efficiently, but it doesn’t mean the teams know how to work together.  Participants learn a process and skills to build strong, aligned teams and enable creativity and synergy.  The Program uses highly customized scenarios to simulate how to effectively develop a client-focused project plan and prepare for a project alignment meeting, assess your team members’ individual needs and how to support them, lead virtual progress meetings, execute a project plan, and measure results.  The Program also focuses on key obstacles such as managing people who have no direct reporting relationship to you, gaining attention from team members with other priorities, managing resistance, influencing non-aligned members, overcoming cultural differences, and operating in an environment which inhibits relationship building.

Exceptional Customer Care

Customers call a Customer Service Department because they need help. Often, something has gone wrong and customers are frustrated before they even connect with your customer care representative. Richardson’s Exceptional Customer Care program provides representatives with the process, skill, and attitude to effectively and efficiently take control of every facet of a call so they can increase customer satisfaction and loyalty.


Previous contact us