Customer Retention in the Public Sector
3 days|Delivered on request
Customer Retention in the Public Sector takes the discipline and works it through the constraints of this operating context, including service level design, telephone and contact centre skills and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service recovery, upselling and cross selling and pipeline management in their own organisation.
What delegates leave able to do
- Review service recovery and say plainly whether it is working, measured against recognised service design practice
- Spot where upselling and cross selling is failing before it becomes a finding
- Explain pipeline management to someone who does not do the work
- Improve negotiation in sales within their own organisation
What the course covers
- Service level design
- Telephone and contact centre skills
- Service recovery
- Upselling and cross selling
- Pipeline management
- Negotiation in sales
- Service standards
Who should attend
- sales representatives
- branch managers
- sales managers
- customer service managers
