Difficult Customer Conversations for Small and Medium Enterprises
3 days|Delivered on request
Difficult Customer Conversations for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service recovery, difficult conversations and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, pipeline management and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against the Consumer Protection Act
- Put pipeline management on a footing they can defend to a reviewer
- Spot where proposal writing is failing before it becomes a finding
- Take ownership of telephone and contact centre skills rather than escalating it
What the course covers
- Service recovery
- Difficult conversations
- Service level design
- Pipeline management
- Proposal writing
- Telephone and contact centre skills
- Complaint handling
Who should attend
- client relationship managers
- sales representatives
- service desk staff
- key account managers
