Fundamentals of Telephone Skills
2 days|Delivered on request
Fundamentals of Telephone Skills is built for delegates who need to be useful in this area quickly. It starts at first principles and works through sales forecasting 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 service level design, upselling and cross selling and proposal writing in their own organisation.
What delegates leave able to do
- Take ownership of service level design rather than escalating it, measured against recognised service design practice
- Make a decision about upselling and cross selling without waiting for a specialist
- Bring proposal writing into line with current good practice
- Review service recovery and say plainly whether it is working
What the course covers
- Sales forecasting
- Difficult conversations
- Service level design
- Upselling and cross selling
- Proposal writing
- Service recovery
- Complaint handling
Who should attend
- key account managers
- client relationship managers
- customer service managers
- sales managers
