Difficult Customer Conversations Reporting and Analytics
3 days|Delivered on request
Difficult Customer Conversations Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service level design and complaint handling and the reporting built on top of them. The reporting layer matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and sales forecasting in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Make a decision about customer journey mapping without waiting for a specialist
- Take ownership of sales forecasting rather than escalating it
- Improve pipeline management within their own organisation
What the course covers
- Service level design
- Complaint handling
- Telephone and contact centre skills
- Customer journey mapping
- Sales forecasting
- Pipeline management
- Difficult conversations
Who should attend
- sales representatives
- branch managers
- service desk staff
- contact centre team leaders
