Business Development for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service standards and service level design from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with objection handling, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Bring objection handling into line with current good practice, measured against consultative selling methodology
- Explain telephone and contact centre skills to someone who does not do the work
- Make a decision about service recovery without waiting for a specialist
- Review consultative selling and say plainly whether it is working
What the course covers
- Service standards
- Service level design
- Objection handling
- Telephone and contact centre skills
- Service recovery
- Consultative selling
- Pipeline management
Who should attend
- client relationship managers
- contact centre team leaders
- customer service managers
- branch managers
- sales representatives
