Fundamentals of Service Recovery
2 days|Delivered on request
Fundamentals of Service Recovery is built for delegates who need to be useful in this area quickly. It starts at first principles and works through telephone and contact centre skills and service standards 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 journey mapping, proposal writing and needs analysis in their own organisation.
What delegates leave able to do
- Review customer journey mapping and say plainly whether it is working, measured against consultative selling methodology
- Improve proposal writing within their own organisation
- Bring needs analysis into line with current good practice
- Make a decision about customer retention without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Service standards
- Customer journey mapping
- Proposal writing
- Needs analysis
- Customer retention
- Service recovery
Who should attend
- client relationship managers
- customer service managers
- sales representatives
- sales managers
