Customer Service Excellence Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into service standards, telephone and contact centre skills and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, needs analysis and key account management in their own organisation.
What delegates leave able to do
- Explain upselling and cross selling to someone who does not do the work, measured against the Consumer Protection Act
- Improve needs analysis within their own organisation
- Review key account management and say plainly whether it is working
- Make a decision about voice of the customer programmes without waiting for a specialist
What the course covers
- Service standards
- Telephone and contact centre skills
- Upselling and cross selling
- Needs analysis
- Key account management
- Voice of the customer programmes
- Consultative selling
Who should attend
- service desk staff
- contact centre team leaders
- sales managers
- customer service managers
- client relationship managers
