Digital Transformation in Voice of the Customer
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 service standards 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 needs analysis, service recovery and key account management in their own organisation.
What delegates leave able to do
- Bring needs analysis into line with current good practice, measured against consultative selling methodology
- Put service recovery on a footing they can defend to a reviewer
- Take ownership of key account management rather than escalating it
- Explain customer retention to someone who does not do the work
What the course covers
- Service level design
- Service standards
- Needs analysis
- Service recovery
- Key account management
- Customer retention
- Pipeline management
Who should attend
- key account managers
- customer service managers
- sales representatives
- service desk staff
