Advanced Retail Management
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into service standards, pipeline management 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 service level design, service recovery and customer journey mapping in their own organisation.
What delegates leave able to do
- Bring service level design into line with current good practice, measured against the Consumer Protection Act
- Review service recovery and say plainly whether it is working
- Put customer journey mapping on a footing they can defend to a reviewer
- Improve proposal writing within their own organisation
What the course covers
- Service standards
- Pipeline management
- Service level design
- Service recovery
- Customer journey mapping
- Proposal writing
- Customer retention
Who should attend
- sales managers
- key account managers
- service desk staff
- customer service managers
- branch managers
