Difficult Customer Conversations in the Public Sector
3 days|Delivered on request
Difficult Customer Conversations in the Public Sector takes the discipline and works it through the constraints of this operating context, including customer retention, customer journey mapping and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service standards, telephone and contact centre skills and needs analysis in their own organisation.
What delegates leave able to do
- Review service standards and say plainly whether it is working, measured against recognised service design practice
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Improve needs analysis within their own organisation
- Explain difficult conversations to someone who does not do the work
What the course covers
- Customer retention
- Customer journey mapping
- Service standards
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Service recovery
Who should attend
- key account managers
- client relationship managers
- contact centre team leaders
- sales managers
