Fundamentals of Difficult Customer Conversations
2 days|Delivered on request
Fundamentals of Difficult Customer Conversations 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 difficult conversations 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 objection handling, service level design and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of objection handling rather than escalating it, measured against recognised service design practice
- Explain service level design to someone who does not do the work
- Improve customer retention within their own organisation
- Make a decision about customer journey mapping without waiting for a specialist
What the course covers
- Voice of the customer programmes
- Difficult conversations
- Objection handling
- Service level design
- Customer retention
- Customer journey mapping
- Consultative selling
Who should attend
- key account managers
- branch managers
- sales managers
- sales representatives
