Digital Transformation in Complaint Handling
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through sales forecasting and needs analysis as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service level design, voice of the customer programmes and customer journey mapping 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 voice of the customer programmes on a footing they can defend to a reviewer
- Review customer journey mapping and say plainly whether it is working
- Take ownership of service standards rather than escalating it
What the course covers
- Sales forecasting
- Needs analysis
- Service level design
- Voice of the customer programmes
- Customer journey mapping
- Service standards
- Customer retention
Who should attend
- key account managers
- branch managers
- sales representatives
- sales managers
