Leading Complaint Handling Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service recovery and proposal writing from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with consultative selling, telephone and contact centre skills and negotiation in sales in their own organisation.
What delegates leave able to do
- Put consultative selling on a footing they can defend to a reviewer, measured against consultative selling methodology
- Improve telephone and contact centre skills within their own organisation
- Review negotiation in sales and say plainly whether it is working
- Make a decision about difficult conversations without waiting for a specialist
What the course covers
- Service recovery
- Proposal writing
- Consultative selling
- Telephone and contact centre skills
- Negotiation in sales
- Difficult conversations
- Complaint handling
Who should attend
- service desk staff
- sales representatives
- client relationship managers
- customer service managers
- contact centre team leaders
