Advanced Difficult Customer Conversations
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into needs analysis, service recovery and the judgement calls that sit outside recognised service design practice. 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 service level design, telephone and contact centre skills and service standards in their own organisation.
What delegates leave able to do
- Spot where service level design is failing before it becomes a finding, measured against recognised service design practice
- Make a decision about telephone and contact centre skills without waiting for a specialist
- Put service standards on a footing they can defend to a reviewer
- Improve proposal writing within their own organisation
What the course covers
- Needs analysis
- Service recovery
- Service level design
- Telephone and contact centre skills
- Service standards
- Proposal writing
- Consultative selling
Who should attend
- service desk staff
- contact centre team leaders
- branch managers
- key account managers
- sales representatives
