Artificial Intelligence in Service Level Design
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through telephone and contact centre skills and objection handling 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 upselling and cross selling, key account management and customer retention in their own organisation.
What delegates leave able to do
- Explain upselling and cross selling to someone who does not do the work, measured against recognised service design practice
- Review key account management and say plainly whether it is working
- Take ownership of customer retention rather than escalating it
- Bring voice of the customer programmes into line with current good practice
What the course covers
- Telephone and contact centre skills
- Objection handling
- Upselling and cross selling
- Key account management
- Customer retention
- Voice of the customer programmes
- Complaint handling
Who should attend
- branch managers
- contact centre team leaders
- sales representatives
- sales managers
