Fundamentals of Service Level Design
2 days|Delivered on request
Fundamentals of Service Level Design is built for delegates who need to be useful in this area quickly. It starts at first principles and works through pipeline management and objection handling without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer retention, needs analysis and consultative selling in their own organisation.
What delegates leave able to do
- Review customer retention and say plainly whether it is working, measured against consultative selling methodology
- Bring needs analysis into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
- Take ownership of service standards rather than escalating it
What the course covers
- Pipeline management
- Objection handling
- Customer retention
- Needs analysis
- Consultative selling
- Service standards
- Complaint handling
Who should attend
- branch managers
- key account managers
- client relationship managers
- customer service managers
