Complaint Handling
3 days|Delivered on request
This Complaint Handling programme gives delegates a working command of service level design and customer journey mapping, grounded in the Consumer Protection Act. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with consultative selling, voice of the customer programmes and proposal writing 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
- Bring voice of the customer programmes into line with current good practice
- Spot where proposal writing is failing before it becomes a finding
- Make a decision about sales forecasting without waiting for a specialist
What the course covers
- Service level design
- Customer journey mapping
- Consultative selling
- Voice of the customer programmes
- Proposal writing
- Sales forecasting
- Pipeline management
Who should attend
- sales representatives
- service desk staff
- customer service managers
