Leading Retail Management Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers key account management and upselling and cross selling from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with voice of the customer programmes, proposal writing and complaint handling in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about proposal writing without waiting for a specialist
- Bring complaint handling into line with current good practice
- Take ownership of customer retention rather than escalating it
What the course covers
- Key account management
- Upselling and cross selling
- Voice of the customer programmes
- Proposal writing
- Complaint handling
- Customer retention
- Telephone and contact centre skills
Who should attend
- service desk staff
- sales managers
- client relationship managers
- branch managers
- customer service managers
