Digital Transformation in Service Recovery
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 proposal writing 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 customer retention, customer journey mapping and key account management in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Improve customer journey mapping within their own organisation
- Take ownership of key account management rather than escalating it
- Make a decision about complaint handling without waiting for a specialist
What the course covers
- Service recovery
- Proposal writing
- Customer retention
- Customer journey mapping
- Key account management
- Complaint handling
- Telephone and contact centre skills
Who should attend
- customer service managers
- branch managers
- sales representatives
- sales managers
