Leading Customer Journey Mapping 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 objection handling 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 proposal writing, pipeline management and consultative selling in their own organisation.
What delegates leave able to do
- Take ownership of proposal writing rather than escalating it, measured against consultative selling methodology
- Put pipeline management on a footing they can defend to a reviewer
- Review consultative selling and say plainly whether it is working
- Spot where service level design is failing before it becomes a finding
What the course covers
- Difficult conversations
- Objection handling
- Proposal writing
- Pipeline management
- Consultative selling
- Service level design
- Complaint handling
Who should attend
- contact centre team leaders
- service desk staff
- sales representatives
- customer service managers
- sales managers
