Customer Retention for Non-Specialists
2 days|Delivered on request
Customer Retention for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and service recovery without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with voice of the customer programmes, negotiation in sales and objection handling in their own organisation.
What delegates leave able to do
- Put voice of the customer programmes on a footing they can defend to a reviewer, measured against consultative selling methodology
- Improve negotiation in sales within their own organisation
- Review objection handling and say plainly whether it is working
- Make a decision about service level design without waiting for a specialist
What the course covers
- Difficult conversations
- Service recovery
- Voice of the customer programmes
- Negotiation in sales
- Objection handling
- Service level design
- Sales forecasting
Who should attend
- customer service managers
- sales representatives
- branch managers
- contact centre team leaders
