Artificial Intelligence in Customer Service Excellence
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through needs analysis and objection handling as they stand today and where they are heading. The shift is worth understanding because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with service standards, service recovery and negotiation in sales in their own organisation.
What delegates leave able to do
- Review service standards and say plainly whether it is working, measured against consultative selling methodology
- Spot where service recovery is failing before it becomes a finding
- Explain negotiation in sales to someone who does not do the work
- Make a decision about customer journey mapping without waiting for a specialist
What the course covers
- Needs analysis
- Objection handling
- Service standards
- Service recovery
- Negotiation in sales
- Customer journey mapping
- Voice of the customer programmes
Who should attend
- client relationship managers
- branch managers
- key account managers
- contact centre team leaders
