Customer Retention
3 days|Delivered on request
This Customer Retention programme gives delegates a working command of upselling and cross selling and telephone and contact centre skills, grounded in consultative selling methodology. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, complaint handling and service standards in their own organisation.
What delegates leave able to do
- Improve key account management within their own organisation, measured against consultative selling methodology
- Make a decision about complaint handling without waiting for a specialist
- Take ownership of service standards rather than escalating it
- Explain service recovery to someone who does not do the work
What the course covers
- Upselling and cross selling
- Telephone and contact centre skills
- Key account management
- Complaint handling
- Service standards
- Service recovery
- Customer retention
Who should attend
- contact centre team leaders
- sales representatives
- sales managers
