Fundamentals of Customer Retention
2 days|Delivered on request
Fundamentals of Customer Retention is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and telephone and contact centre skills without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Take ownership of complaint handling rather than escalating it, measured against consultative selling methodology
- Bring negotiation in sales into line with current good practice
- Put proposal writing on a footing they can defend to a reviewer
- Review needs analysis and say plainly whether it is working
What the course covers
- Voice of the customer programmes
- Telephone and contact centre skills
- Complaint handling
- Negotiation in sales
- Proposal writing
- Needs analysis
- Upselling and cross selling
Who should attend
- service desk staff
- branch managers
- sales representatives
- key account managers
