Complaint Handling Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether customer journey mapping and difficult conversations are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with consultative selling, complaint handling and sales forecasting 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 complaint handling and say plainly whether it is working
- Put sales forecasting on a footing they can defend to a reviewer
- Improve pipeline management within their own organisation
What the course covers
- Customer journey mapping
- Difficult conversations
- Consultative selling
- Complaint handling
- Sales forecasting
- Pipeline management
- Service level design
Who should attend
- service desk staff
- key account managers
- sales managers
- client relationship managers
- branch managers
