Difficult Customer Conversations
3 days|Delivered on request
This Difficult Customer Conversations programme gives delegates a working command of customer journey mapping and needs analysis, grounded in recognised service design practice. Organisations invest here because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, pipeline management and difficult conversations in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Take ownership of pipeline management rather than escalating it
- Bring difficult conversations into line with current good practice
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Customer journey mapping
- Needs analysis
- Telephone and contact centre skills
- Pipeline management
- Difficult conversations
- Complaint handling
- Service recovery
Who should attend
- sales managers
- client relationship managers
- sales representatives
