Contact Centre Management in the Public Sector
3 days|Delivered on request
Contact Centre Management in the Public Sector takes the discipline and works it through the constraints of this operating context, including customer retention, objection handling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with difficult conversations, voice of the customer programmes and service recovery in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
- Take ownership of voice of the customer programmes rather than escalating it
- Put service recovery on a footing they can defend to a reviewer
- Explain key account management to someone who does not do the work
What the course covers
- Customer retention
- Objection handling
- Difficult conversations
- Voice of the customer programmes
- Service recovery
- Key account management
- Customer journey mapping
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
- key account managers
