Difficult Customer Conversations Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into customer retention, objection handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, service level design and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Put pipeline management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Bring service level design into line with current good practice
- Improve voice of the customer programmes within their own organisation
- Take ownership of sales forecasting rather than escalating it
What the course covers
- Customer retention
- Objection handling
- Pipeline management
- Service level design
- Voice of the customer programmes
- Sales forecasting
- Needs analysis
Who should attend
- client relationship managers
- service desk staff
- key account managers
- branch managers
- contact centre team leaders
