Advanced Sales Forecasting
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into service level design, customer retention 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 complaint handling, needs analysis and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Take ownership of needs analysis rather than escalating it
- Improve telephone and contact centre skills within their own organisation
- Make a decision about service standards without waiting for a specialist
What the course covers
- Service level design
- Customer retention
- Complaint handling
- Needs analysis
- Telephone and contact centre skills
- Service standards
- Service recovery
Who should attend
- contact centre team leaders
- service desk staff
- key account managers
- branch managers
- sales representatives
