Contact Centre Management
3 days|Delivered on request
This Contact Centre Management programme gives delegates a working command of consultative selling and negotiation in sales, grounded in the Consumer Protection Act. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with proposal writing, service level design and difficult conversations in their own organisation.
What delegates leave able to do
- Improve proposal writing within their own organisation, measured against the Consumer Protection Act
- Spot where service level design is failing before it becomes a finding
- Review difficult conversations and say plainly whether it is working
- Bring upselling and cross selling into line with current good practice
What the course covers
- Consultative selling
- Negotiation in sales
- Proposal writing
- Service level design
- Difficult conversations
- Upselling and cross selling
- Pipeline management
Who should attend
- customer service managers
- contact centre team leaders
- sales managers
