Customer Journey Mapping Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether upselling and cross selling and voice of the customer programmes are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, negotiation in sales and service standards in their own organisation.
What delegates leave able to do
- Explain telephone and contact centre skills to someone who does not do the work, measured against the Consumer Protection Act
- Put negotiation in sales on a footing they can defend to a reviewer
- Make a decision about service standards without waiting for a specialist
- Take ownership of customer retention rather than escalating it
What the course covers
- Upselling and cross selling
- Voice of the customer programmes
- Telephone and contact centre skills
- Negotiation in sales
- Service standards
- Customer retention
- Needs analysis
Who should attend
- branch managers
- key account managers
- client relationship managers
- contact centre team leaders
- customer service managers
