Advanced Voice of the Customer
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into customer journey mapping, sales forecasting 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 negotiation in sales, upselling and cross selling and service recovery in their own organisation.
What delegates leave able to do
- Spot where negotiation in sales is failing before it becomes a finding, measured against the Consumer Protection Act
- Review upselling and cross selling and say plainly whether it is working
- Bring service recovery into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Customer journey mapping
- Sales forecasting
- Negotiation in sales
- Upselling and cross selling
- Service recovery
- Consultative selling
- Key account management
Who should attend
- sales representatives
- sales managers
- service desk staff
- contact centre team leaders
- customer service managers
