Leading Difficult Customer Conversations Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers telephone and contact centre skills and service recovery 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 key account management, complaint handling and customer retention in their own organisation.
What delegates leave able to do
- Put key account management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Improve complaint handling within their own organisation
- Bring customer retention into line with current good practice
- Make a decision about pipeline management without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Service recovery
- Key account management
- Complaint handling
- Customer retention
- Pipeline management
- Service standards
Who should attend
- customer service managers
- branch managers
- client relationship managers
- key account managers
- sales managers
