Customer Journey Mapping for Small and Medium Enterprises
3 days|Delivered on request
Customer Journey Mapping for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including objection handling, service recovery and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Improve service level design within their own organisation, measured against the Consumer Protection Act
- Take ownership of negotiation in sales rather than escalating it
- Explain proposal writing to someone who does not do the work
- Spot where key account management is failing before it becomes a finding
What the course covers
- Objection handling
- Service recovery
- Service level design
- Negotiation in sales
- Proposal writing
- Key account management
- Complaint handling
Who should attend
- customer service managers
- sales managers
- key account managers
- branch managers
