Customer Journey Mapping for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers sales forecasting and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer retention, needs analysis and negotiation in sales in their own organisation.
What delegates leave able to do
- Take ownership of customer retention rather than escalating it, measured against recognised service design practice
- Bring needs analysis into line with current good practice
- Review negotiation in sales and say plainly whether it is working
- Put upselling and cross selling on a footing they can defend to a reviewer
What the course covers
- Sales forecasting
- Telephone and contact centre skills
- Customer retention
- Needs analysis
- Negotiation in sales
- Upselling and cross selling
- Service standards
Who should attend
- key account managers
- sales representatives
- sales managers
- contact centre team leaders
- service desk staff
