Channel and Distributor Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through proposal writing and complaint handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, customer retention and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Spot where needs analysis is failing before it becomes a finding, measured against the Consumer Protection Act
- Explain customer retention to someone who does not do the work
- Bring telephone and contact centre skills into line with current good practice
- Make a decision about objection handling without waiting for a specialist
What the course covers
- Proposal writing
- Complaint handling
- Needs analysis
- Customer retention
- Telephone and contact centre skills
- Objection handling
- Service standards
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
