Customer Retention Reporting and Analytics
3 days|Delivered on request
Customer Retention Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service level design and objection handling and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with consultative selling, key account management and service standards in their own organisation.
What delegates leave able to do
- Take ownership of consultative selling rather than escalating it, measured against the Consumer Protection Act
- Put key account management on a footing they can defend to a reviewer
- Make a decision about service standards without waiting for a specialist
- Review customer journey mapping and say plainly whether it is working
What the course covers
- Service level design
- Objection handling
- Consultative selling
- Key account management
- Service standards
- Customer journey mapping
- Telephone and contact centre skills
Who should attend
- sales representatives
- service desk staff
- customer service managers
- branch managers
