Fundamentals of Proposal Writing
2 days|Delivered on request
Fundamentals of Proposal Writing 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 service standards 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 telephone and contact centre skills, objection handling and customer journey mapping in their own organisation.
What delegates leave able to do
- Explain telephone and contact centre skills to someone who does not do the work, measured against consultative selling methodology
- Review objection handling and say plainly whether it is working
- Spot where customer journey mapping is failing before it becomes a finding
- Improve negotiation in sales within their own organisation
What the course covers
- Voice of the customer programmes
- Service standards
- Telephone and contact centre skills
- Objection handling
- Customer journey mapping
- Negotiation in sales
- Difficult conversations
Who should attend
- contact centre team leaders
- customer service managers
- client relationship managers
- sales representatives
