Customer Data and Segmentation: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through difficult conversations and telephone and contact centre skills on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with sales forecasting, negotiation in sales and customer journey mapping in their own organisation.
What delegates leave able to do
- Improve sales forecasting within their own organisation, measured against consultative selling methodology
- Bring negotiation in sales into line with current good practice
- Explain customer journey mapping to someone who does not do the work
- Put pipeline management on a footing they can defend to a reviewer
What the course covers
- Difficult conversations
- Telephone and contact centre skills
- Sales forecasting
- Negotiation in sales
- Customer journey mapping
- Pipeline management
- Customer retention
Who should attend
- contact centre team leaders
- client relationship managers
- customer service managers
