Digital Transformation in Customer Retention
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through consultative selling and service recovery 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 telephone and contact centre skills, pipeline management and needs analysis in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Put pipeline management on a footing they can defend to a reviewer
- Improve needs analysis within their own organisation
- Bring proposal writing into line with current good practice
What the course covers
- Consultative selling
- Service recovery
- Telephone and contact centre skills
- Pipeline management
- Needs analysis
- Proposal writing
- Service standards
Who should attend
- key account managers
- service desk staff
- customer service managers
- client relationship managers
