Digital Transformation in Service Level Design
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through customer journey mapping and telephone and contact centre skills 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 objection handling, key account management and service standards in their own organisation.
What delegates leave able to do
- Bring objection handling into line with current good practice, measured against the Consumer Protection Act
- Explain key account management to someone who does not do the work
- Take ownership of service standards rather than escalating it
- Improve proposal writing within their own organisation
What the course covers
- Customer journey mapping
- Telephone and contact centre skills
- Objection handling
- Key account management
- Service standards
- Proposal writing
- Service recovery
Who should attend
- contact centre team leaders
- customer service managers
- sales managers
- client relationship managers
