Leading Service Level Design Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers customer retention and objection handling 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 customer journey mapping, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Make a decision about customer journey mapping without waiting for a specialist, measured against the Consumer Protection Act
- Put service level design on a footing they can defend to a reviewer
- Take ownership of consultative selling rather than escalating it
- Spot where complaint handling is failing before it becomes a finding
What the course covers
- Customer retention
- Objection handling
- Customer journey mapping
- Service level design
- Consultative selling
- Complaint handling
- Proposal writing
Who should attend
- branch managers
- sales representatives
- client relationship managers
- customer service managers
- service desk staff
