Fundamentals of Voice of the Customer
2 days|Delivered on request
Fundamentals of Voice of the Customer is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer journey mapping and sales forecasting 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 voice of the customer programmes, upselling and cross selling and difficult conversations in their own organisation.
What delegates leave able to do
- Explain voice of the customer programmes to someone who does not do the work, measured against recognised service design practice
- Bring upselling and cross selling into line with current good practice
- Take ownership of difficult conversations rather than escalating it
- Review needs analysis and say plainly whether it is working
What the course covers
- Customer journey mapping
- Sales forecasting
- Voice of the customer programmes
- Upselling and cross selling
- Difficult conversations
- Needs analysis
- Objection handling
Who should attend
- branch managers
- service desk staff
- customer service managers
- sales representatives
