Advanced Service Level Design
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 journey mapping and the judgement calls that sit outside consultative selling methodology. 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 pipeline management, key account management and service standards in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against consultative selling methodology
- Take ownership of key account management rather than escalating it
- Spot where service standards is failing before it becomes a finding
- Review upselling and cross selling and say plainly whether it is working
What the course covers
- Service level design
- Customer journey mapping
- Pipeline management
- Key account management
- Service standards
- Upselling and cross selling
- Negotiation in sales
Who should attend
- contact centre team leaders
- sales managers
- client relationship managers
- key account managers
- branch managers
