Advanced Customer Journey Mapping
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into voice of the customer programmes, negotiation in sales and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, service standards and service level design in their own organisation.
What delegates leave able to do
- Put difficult conversations on a footing they can defend to a reviewer, measured against consultative selling methodology
- Review service standards and say plainly whether it is working
- Spot where service level design is failing before it becomes a finding
- Make a decision about proposal writing without waiting for a specialist
What the course covers
- Voice of the customer programmes
- Negotiation in sales
- Difficult conversations
- Service standards
- Service level design
- Proposal writing
- Service recovery
Who should attend
- sales representatives
- sales managers
- client relationship managers
- branch managers
- customer service managers
