Customer Retention for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service standards and upselling and cross selling from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with pipeline management, difficult conversations and service level design in their own organisation.
What delegates leave able to do
- Improve pipeline management within their own organisation, measured against the Consumer Protection Act
- Explain difficult conversations to someone who does not do the work
- Review service level design and say plainly whether it is working
- Take ownership of customer retention rather than escalating it
What the course covers
- Service standards
- Upselling and cross selling
- Pipeline management
- Difficult conversations
- Service level design
- Customer retention
- Consultative selling
Who should attend
- contact centre team leaders
- sales managers
- sales representatives
- service desk staff
- client relationship managers
