Leading Customer Service Excellence 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 level design and key account management 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, difficult conversations and service standards in their own organisation.
What delegates leave able to do
- Make a decision about consultative selling without waiting for a specialist, measured against the Consumer Protection Act
- Improve difficult conversations within their own organisation
- Explain service standards to someone who does not do the work
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Service level design
- Key account management
- Consultative selling
- Difficult conversations
- Service standards
- Customer journey mapping
- Objection handling
Who should attend
- contact centre team leaders
- service desk staff
- sales managers
- client relationship managers
- sales representatives
