Advanced Complaint Handling
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into key account management, upselling and cross selling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with sales forecasting, needs analysis and service level design in their own organisation.
What delegates leave able to do
- Review sales forecasting and say plainly whether it is working, measured against the Consumer Protection Act
- Bring needs analysis into line with current good practice
- Put service level design on a footing they can defend to a reviewer
- Take ownership of service standards rather than escalating it
What the course covers
- Key account management
- Upselling and cross selling
- Sales forecasting
- Needs analysis
- Service level design
- Service standards
- Consultative selling
Who should attend
- sales representatives
- service desk staff
- client relationship managers
- branch managers
- contact centre team leaders
