Complaint Handling in the Public Sector
3 days|Delivered on request
Complaint Handling in the Public Sector takes the discipline and works it through the constraints of this operating context, including consultative selling, pipeline management 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 key account management, difficult conversations and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Take ownership of key account management rather than escalating it, measured against consultative selling methodology
- Make a decision about difficult conversations without waiting for a specialist
- Review telephone and contact centre skills and say plainly whether it is working
- Spot where sales forecasting is failing before it becomes a finding
What the course covers
- Consultative selling
- Pipeline management
- Key account management
- Difficult conversations
- Telephone and contact centre skills
- Sales forecasting
- Customer journey mapping
Who should attend
- client relationship managers
- contact centre team leaders
- branch managers
- key account managers
