Artificial Intelligence in Customer Data and Segmentation
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through consultative selling and proposal writing 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 service level design, telephone and contact centre skills and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against the Consumer Protection Act
- Bring telephone and contact centre skills into line with current good practice
- Explain customer journey mapping to someone who does not do the work
- Improve needs analysis within their own organisation
What the course covers
- Consultative selling
- Proposal writing
- Service level design
- Telephone and contact centre skills
- Customer journey mapping
- Needs analysis
- Service recovery
Who should attend
- contact centre team leaders
- key account managers
- service desk staff
- customer service managers
