Artificial Intelligence in Complaint Handling
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service level design and needs analysis as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, difficult conversations and customer journey mapping in their own organisation.
What delegates leave able to do
- Take ownership of pipeline management rather than escalating it, measured against the Consumer Protection Act
- Improve difficult conversations within their own organisation
- Review customer journey mapping and say plainly whether it is working
- Spot where key account management is failing before it becomes a finding
What the course covers
- Service level design
- Needs analysis
- Pipeline management
- Difficult conversations
- Customer journey mapping
- Key account management
- Proposal writing
Who should attend
- branch managers
- key account managers
- contact centre team leaders
- client relationship managers
