Customer Journey Mapping for Non-Specialists
2 days|Delivered on request
Customer Journey Mapping for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and proposal writing without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with objection handling, pipeline management and key account management in their own organisation.
What delegates leave able to do
- Take ownership of objection handling rather than escalating it, measured against consultative selling methodology
- Make a decision about pipeline management without waiting for a specialist
- Bring key account management into line with current good practice
- Improve customer retention within their own organisation
What the course covers
- Difficult conversations
- Proposal writing
- Objection handling
- Pipeline management
- Key account management
- Customer retention
- Customer journey mapping
Who should attend
- customer service managers
- client relationship managers
- sales managers
- service desk staff
