Difficult Customer Conversations for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service level design and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer journey mapping, objection handling and key account management in their own organisation.
What delegates leave able to do
- Bring customer journey mapping into line with current good practice, measured against recognised service design practice
- Spot where objection handling is failing before it becomes a finding
- Review key account management and say plainly whether it is working
- Explain complaint handling to someone who does not do the work
What the course covers
- Service level design
- Telephone and contact centre skills
- Customer journey mapping
- Objection handling
- Key account management
- Complaint handling
- Proposal writing
Who should attend
- sales managers
- sales representatives
- contact centre team leaders
- key account managers
- service desk staff
