Customer Service Excellence for Small and Medium Enterprises
3 days|Delivered on request
Customer Service Excellence for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including objection handling, service recovery and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with upselling and cross selling, difficult conversations and pipeline management in their own organisation.
What delegates leave able to do
- Bring upselling and cross selling into line with current good practice, measured against consultative selling methodology
- Spot where difficult conversations is failing before it becomes a finding
- Make a decision about pipeline management without waiting for a specialist
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Objection handling
- Service recovery
- Upselling and cross selling
- Difficult conversations
- Pipeline management
- Customer journey mapping
- Customer retention
Who should attend
- customer service managers
- contact centre team leaders
- key account managers
- client relationship managers
