Complaint Handling Reporting and Analytics
3 days|Delivered on request
Complaint Handling Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through needs analysis and objection handling and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with telephone and contact centre skills, proposal writing and pipeline management in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about proposal writing without waiting for a specialist
- Review pipeline management and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Needs analysis
- Objection handling
- Telephone and contact centre skills
- Proposal writing
- Pipeline management
- Voice of the customer programmes
- Customer journey mapping
Who should attend
- sales representatives
- customer service managers
- service desk staff
- key account managers
