Complaint Handling for Non-Specialists
2 days|Delivered on request
Complaint Handling for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through proposal writing and key account management without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with difficult conversations, service standards and negotiation in sales in their own organisation.
What delegates leave able to do
- Bring difficult conversations into line with current good practice, measured against recognised service design practice
- Put service standards on a footing they can defend to a reviewer
- Review negotiation in sales and say plainly whether it is working
- Spot where telephone and contact centre skills is failing before it becomes a finding
What the course covers
- Proposal writing
- Key account management
- Difficult conversations
- Service standards
- Negotiation in sales
- Telephone and contact centre skills
- Upselling and cross selling
Who should attend
- contact centre team leaders
- branch managers
- key account managers
- sales managers
