Customer Data and Segmentation in the Public Sector
3 days|Delivered on request
Customer Data and Segmentation in the Public Sector takes the discipline and works it through the constraints of this operating context, including proposal writing, difficult conversations 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 objection handling, complaint handling and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Explain objection handling to someone who does not do the work, measured against recognised service design practice
- Take ownership of complaint handling rather than escalating it
- Review telephone and contact centre skills and say plainly whether it is working
- Make a decision about pipeline management without waiting for a specialist
What the course covers
- Proposal writing
- Difficult conversations
- Objection handling
- Complaint handling
- Telephone and contact centre skills
- Pipeline management
- Upselling and cross selling
Who should attend
- service desk staff
- contact centre team leaders
- branch managers
- key account managers
