Customer Service Excellence for Non-Specialists
2 days|Delivered on request
Customer Service Excellence for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and customer journey mapping without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, customer retention and consultative selling in their own organisation.
What delegates leave able to do
- Spot where complaint handling is failing before it becomes a finding, measured against recognised service design practice
- Take ownership of customer retention rather than escalating it
- Improve consultative selling within their own organisation
- Explain pipeline management to someone who does not do the work
What the course covers
- Negotiation in sales
- Customer journey mapping
- Complaint handling
- Customer retention
- Consultative selling
- Pipeline management
- Difficult conversations
Who should attend
- customer service managers
- contact centre team leaders
- sales representatives
- branch managers
