Contact Centre Management for Small and Medium Enterprises
3 days|Delivered on request
Contact Centre Management for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service recovery, voice of the customer programmes and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with upselling and cross selling, key account management and difficult conversations in their own organisation.
What delegates leave able to do
- Take ownership of upselling and cross selling rather than escalating it, measured against recognised service design practice
- Spot where key account management is failing before it becomes a finding
- Explain difficult conversations to someone who does not do the work
- Review complaint handling and say plainly whether it is working
What the course covers
- Service recovery
- Voice of the customer programmes
- Upselling and cross selling
- Key account management
- Difficult conversations
- Complaint handling
- Service level design
Who should attend
- key account managers
- service desk staff
- branch managers
- client relationship managers
