Artificial Intelligence in Telephone Skills
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through customer journey mapping and sales forecasting 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 consultative selling, negotiation in sales and key account management in their own organisation.
What delegates leave able to do
- Explain consultative selling to someone who does not do the work, measured against the Consumer Protection Act
- Review negotiation in sales and say plainly whether it is working
- Bring key account management into line with current good practice
- Improve proposal writing within their own organisation
What the course covers
- Customer journey mapping
- Sales forecasting
- Consultative selling
- Negotiation in sales
- Key account management
- Proposal writing
- Needs analysis
Who should attend
- contact centre team leaders
- customer service managers
- key account managers
- branch managers
