Complaint Handling for Small and Medium Enterprises
3 days|Delivered on request
Complaint Handling for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including voice of the customer programmes, difficult conversations and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with telephone and contact centre skills, negotiation in sales and pipeline management in their own organisation.
What delegates leave able to do
- Review telephone and contact centre skills and say plainly whether it is working, measured against the Consumer Protection Act
- Bring negotiation in sales into line with current good practice
- Put pipeline management on a footing they can defend to a reviewer
- Spot where service recovery is failing before it becomes a finding
What the course covers
- Voice of the customer programmes
- Difficult conversations
- Telephone and contact centre skills
- Negotiation in sales
- Pipeline management
- Service recovery
- Proposal writing
Who should attend
- contact centre team leaders
- sales representatives
- client relationship managers
- service desk staff
