Advanced Service Recovery
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, negotiation in sales 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 service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with consultative selling, sales forecasting and complaint handling in their own organisation.
What delegates leave able to do
- Improve consultative selling within their own organisation, measured against recognised service design practice
- Bring sales forecasting into line with current good practice
- Explain complaint handling to someone who does not do the work
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Negotiation in sales
- Consultative selling
- Sales forecasting
- Complaint handling
- Proposal writing
- Service standards
Who should attend
- key account managers
- contact centre team leaders
- service desk staff
- sales managers
- client relationship managers
