Customer Retention Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into negotiation in sales, customer journey mapping and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, key account management and service standards in their own organisation.
What delegates leave able to do
- Review upselling and cross selling and say plainly whether it is working, measured against the Consumer Protection Act
- Improve key account management within their own organisation
- Take ownership of service standards rather than escalating it
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Customer journey mapping
- Upselling and cross selling
- Key account management
- Service standards
- Proposal writing
- Service recovery
Who should attend
- contact centre team leaders
- key account managers
- customer service managers
- sales representatives
- sales managers
