Customer Service Excellence Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether consultative selling and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service level design, service standards and key account management in their own organisation.
What delegates leave able to do
- Bring service level design into line with current good practice, measured against consultative selling methodology
- Take ownership of service standards rather than escalating it
- Put key account management on a footing they can defend to a reviewer
- Improve proposal writing within their own organisation
What the course covers
- Consultative selling
- Complaint handling
- Service level design
- Service standards
- Key account management
- Proposal writing
- Customer retention
Who should attend
- branch managers
- key account managers
- client relationship managers
- sales managers
- customer service managers
