Difficult Customer Conversations Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether proposal writing and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with difficult conversations, telephone and contact centre skills and upselling and cross selling in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
- Improve telephone and contact centre skills within their own organisation
- Spot where upselling and cross selling is failing before it becomes a finding
- Make a decision about service level design without waiting for a specialist
What the course covers
- Proposal writing
- Objection handling
- Difficult conversations
- Telephone and contact centre skills
- Upselling and cross selling
- Service level design
- Customer retention
Who should attend
- sales managers
- client relationship managers
- service desk staff
- key account managers
- customer service managers
