Customer Service Excellence: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through proposal writing and objection handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, telephone and contact centre skills and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against recognised service design practice
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Review sales forecasting and say plainly whether it is working
- Improve customer retention within their own organisation
What the course covers
- Proposal writing
- Objection handling
- Voice of the customer programmes
- Telephone and contact centre skills
- Sales forecasting
- Customer retention
- Key account management
Who should attend
- sales managers
- service desk staff
- branch managers
