Digital Transformation in Telephone Skills
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 customer retention 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 service recovery, needs analysis and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about service recovery without waiting for a specialist, measured against the Consumer Protection Act
- Take ownership of needs analysis rather than escalating it
- Spot where proposal writing is failing before it becomes a finding
- Put service level design on a footing they can defend to a reviewer
What the course covers
- Consultative selling
- Customer retention
- Service recovery
- Needs analysis
- Proposal writing
- Service level design
- Objection handling
Who should attend
- contact centre team leaders
- branch managers
- sales representatives
- key account managers
