Customer Data and Segmentation Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into consultative selling, negotiation in sales 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 pipeline management, proposal writing and sales forecasting in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against recognised service design practice
- Make a decision about proposal writing without waiting for a specialist
- Explain sales forecasting to someone who does not do the work
- Put service level design on a footing they can defend to a reviewer
What the course covers
- Consultative selling
- Negotiation in sales
- Pipeline management
- Proposal writing
- Sales forecasting
- Service level design
- Service recovery
Who should attend
- customer service managers
- service desk staff
- client relationship managers
- contact centre team leaders
- sales managers
