Leading Customer Retention Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers proposal writing and service level design 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 service recovery, sales forecasting and key account management in their own organisation.
What delegates leave able to do
- Review service recovery and say plainly whether it is working, measured against the Consumer Protection Act
- Bring sales forecasting into line with current good practice
- Make a decision about key account management without waiting for a specialist
- Improve difficult conversations within their own organisation
What the course covers
- Proposal writing
- Service level design
- Service recovery
- Sales forecasting
- Key account management
- Difficult conversations
- Complaint handling
Who should attend
- customer service managers
- client relationship managers
- key account managers
- contact centre team leaders
- service desk staff
