Leading Customer Data and Segmentation Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers difficult conversations and customer journey mapping from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with pipeline management, service recovery and customer retention in their own organisation.
What delegates leave able to do
- Review pipeline management and say plainly whether it is working, measured against recognised service design practice
- Make a decision about service recovery without waiting for a specialist
- Put customer retention on a footing they can defend to a reviewer
- Explain consultative selling to someone who does not do the work
What the course covers
- Difficult conversations
- Customer journey mapping
- Pipeline management
- Service recovery
- Customer retention
- Consultative selling
- Upselling and cross selling
Who should attend
- contact centre team leaders
- sales representatives
- client relationship managers
- key account managers
- branch managers
