Complaint Handling 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 upselling and cross selling and objection handling 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 complaint handling, pipeline management and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about complaint handling without waiting for a specialist, measured against consultative selling methodology
- Put pipeline management on a footing they can defend to a reviewer
- Take ownership of service recovery rather than escalating it
- Bring needs analysis into line with current good practice
What the course covers
- Upselling and cross selling
- Objection handling
- Complaint handling
- Pipeline management
- Service recovery
- Needs analysis
- Difficult conversations
Who should attend
- customer service managers
- client relationship managers
- sales managers
- contact centre team leaders
- service desk staff
