Consultative Selling: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and complaint handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, service standards and service level design in their own organisation.
What delegates leave able to do
- Take ownership of voice of the customer programmes rather than escalating it, measured against the Consumer Protection Act
- Improve service standards within their own organisation
- Review service level design and say plainly whether it is working
- Make a decision about upselling and cross selling without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Complaint handling
- Voice of the customer programmes
- Service standards
- Service level design
- Upselling and cross selling
- Difficult conversations
Who should attend
- key account managers
- client relationship managers
- branch managers
