Advanced Customer Retention
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into needs analysis, proposal writing 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 sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with telephone and contact centre skills, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about telephone and contact centre skills without waiting for a specialist, measured against the Consumer Protection Act
- Put customer retention on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Improve service level design within their own organisation
What the course covers
- Needs analysis
- Proposal writing
- Telephone and contact centre skills
- Customer retention
- Customer journey mapping
- Service level design
- Key account management
Who should attend
- contact centre team leaders
- customer service managers
- sales representatives
- branch managers
- service desk staff
