Customer Service Excellence Reporting and Analytics
3 days|Delivered on request
Customer Service Excellence Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service standards and negotiation in sales and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, objection handling and upselling and cross selling in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Take ownership of objection handling rather than escalating it
- Spot where upselling and cross selling is failing before it becomes a finding
- Bring needs analysis into line with current good practice
What the course covers
- Service standards
- Negotiation in sales
- Complaint handling
- Objection handling
- Upselling and cross selling
- Needs analysis
- Sales forecasting
Who should attend
- sales managers
- key account managers
- customer service managers
- service desk staff
