Advanced Customer Service Excellence
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into complaint handling, service standards 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 service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with sales forecasting, proposal writing and customer retention in their own organisation.
What delegates leave able to do
- Spot where sales forecasting is failing before it becomes a finding, measured against the Consumer Protection Act
- Explain proposal writing to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
- Bring key account management into line with current good practice
What the course covers
- Complaint handling
- Service standards
- Sales forecasting
- Proposal writing
- Customer retention
- Key account management
- Negotiation in sales
Who should attend
- contact centre team leaders
- branch managers
- sales managers
- key account managers
- sales representatives
