Customer Retention for Small and Medium Enterprises
3 days|Delivered on request
Customer Retention for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including customer journey mapping, upselling and cross selling and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service standards, telephone and contact centre skills and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against recognised service design practice
- Review telephone and contact centre skills and say plainly whether it is working
- Put needs analysis on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
What the course covers
- Customer journey mapping
- Upselling and cross selling
- Service standards
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Objection handling
Who should attend
- client relationship managers
- sales managers
- customer service managers
- key account managers
