Customer Journey Mapping Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, complaint handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with difficult conversations, voice of the customer programmes and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against the Consumer Protection Act
- Review voice of the customer programmes and say plainly whether it is working
- Make a decision about customer journey mapping without waiting for a specialist
- Improve service recovery within their own organisation
What the course covers
- Objection handling
- Complaint handling
- Difficult conversations
- Voice of the customer programmes
- Customer journey mapping
- Service recovery
- Upselling and cross selling
Who should attend
- client relationship managers
- service desk staff
- sales managers
- branch managers
- sales representatives
