Contact Centre Management Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, sales forecasting and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with consultative selling, key account management and difficult conversations in their own organisation.
What delegates leave able to do
- Improve consultative selling within their own organisation, measured against recognised service design practice
- Make a decision about key account management without waiting for a specialist
- Spot where difficult conversations is failing before it becomes a finding
- Put customer retention on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Sales forecasting
- Consultative selling
- Key account management
- Difficult conversations
- Customer retention
- Service recovery
Who should attend
- sales representatives
- branch managers
- sales managers
- customer service managers
- client relationship managers
