Complaint Handling Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into sales forecasting, upselling and cross selling and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with pipeline management, telephone and contact centre skills and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review pipeline management and say plainly whether it is working, measured against recognised service design practice
- Take ownership of telephone and contact centre skills rather than escalating it
- Make a decision about voice of the customer programmes without waiting for a specialist
- Explain negotiation in sales to someone who does not do the work
What the course covers
- Sales forecasting
- Upselling and cross selling
- Pipeline management
- Telephone and contact centre skills
- Voice of the customer programmes
- Negotiation in sales
- Key account management
Who should attend
- contact centre team leaders
- sales managers
- sales representatives
- customer service managers
- branch managers
