Artificial Intelligence in Difficult Customer Conversations
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 recovery and upselling and cross selling as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with complaint handling, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Improve complaint handling within their own organisation, measured against recognised service design practice
- Make a decision about customer retention without waiting for a specialist
- Bring customer journey mapping into line with current good practice
- Spot where needs analysis is failing before it becomes a finding
What the course covers
- Service recovery
- Upselling and cross selling
- Complaint handling
- Customer retention
- Customer journey mapping
- Needs analysis
- Telephone and contact centre skills
Who should attend
- client relationship managers
- branch managers
- sales representatives
- customer service managers
