Customer Service Excellence for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with sales forecasting, key account management and consultative selling in their own organisation.
What delegates leave able to do
- Spot where sales forecasting is failing before it becomes a finding, measured against the Consumer Protection Act
- Take ownership of key account management rather than escalating it
- Explain consultative selling to someone who does not do the work
- Improve proposal writing within their own organisation
What the course covers
- Upselling and cross selling
- Telephone and contact centre skills
- Sales forecasting
- Key account management
- Consultative selling
- Proposal writing
- Pipeline management
Who should attend
- sales managers
- customer service managers
- key account managers
- branch managers
- service desk staff
