Digital Transformation in Customer Service Excellence
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 level design and difficult conversations as they stand today and where they are heading. The shift is worth understanding because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, needs analysis and service standards in their own organisation.
What delegates leave able to do
- Bring complaint handling into line with current good practice, measured against the Consumer Protection Act
- Spot where needs analysis is failing before it becomes a finding
- Explain service standards to someone who does not do the work
- Put service recovery on a footing they can defend to a reviewer
What the course covers
- Service level design
- Difficult conversations
- Complaint handling
- Needs analysis
- Service standards
- Service recovery
- Negotiation in sales
Who should attend
- sales representatives
- contact centre team leaders
- customer service managers
- service desk staff
