Digital Transformation in Customer Journey Mapping
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service recovery and telephone and contact centre skills as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with consultative selling, needs analysis and key account management in their own organisation.
What delegates leave able to do
- Put consultative selling on a footing they can defend to a reviewer, measured against recognised service design practice
- Review needs analysis and say plainly whether it is working
- Bring key account management into line with current good practice
- Explain sales forecasting to someone who does not do the work
What the course covers
- Service recovery
- Telephone and contact centre skills
- Consultative selling
- Needs analysis
- Key account management
- Sales forecasting
- Objection handling
Who should attend
- sales representatives
- contact centre team leaders
- customer service managers
- sales managers
