Digital Transformation in Difficult Customer Conversations
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through objection handling and service level design 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 difficult conversations, customer retention and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Take ownership of difficult conversations rather than escalating it, measured against the Consumer Protection Act
- Put customer retention on a footing they can defend to a reviewer
- Spot where voice of the customer programmes is failing before it becomes a finding
- Improve complaint handling within their own organisation
What the course covers
- Objection handling
- Service level design
- Difficult conversations
- Customer retention
- Voice of the customer programmes
- Complaint handling
- Pipeline management
Who should attend
- contact centre team leaders
- branch managers
- service desk staff
- sales managers
