Customer Journey Mapping: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through negotiation in sales and pipeline management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, consultative selling and service recovery in their own organisation.
What delegates leave able to do
- Bring needs analysis into line with current good practice, measured against the Consumer Protection Act
- Make a decision about consultative selling without waiting for a specialist
- Put service recovery on a footing they can defend to a reviewer
- Spot where voice of the customer programmes is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Pipeline management
- Needs analysis
- Consultative selling
- Service recovery
- Voice of the customer programmes
- Service standards
Who should attend
- service desk staff
- sales managers
- client relationship managers
