Difficult Customer Conversations: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through upselling and cross selling and pipeline management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with sales forecasting, telephone and contact centre skills and customer journey mapping in their own organisation.
What delegates leave able to do
- Bring sales forecasting into line with current good practice, measured against consultative selling methodology
- Review telephone and contact centre skills and say plainly whether it is working
- Explain customer journey mapping to someone who does not do the work
- Put key account management on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Pipeline management
- Sales forecasting
- Telephone and contact centre skills
- Customer journey mapping
- Key account management
- Difficult conversations
Who should attend
- contact centre team leaders
- service desk staff
- key account managers
