Leading Service Recovery 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 voice of the customer programmes 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 pipeline management, telephone and contact centre skills and difficult conversations in their own organisation.
What delegates leave able to do
- Spot where pipeline management is failing before it becomes a finding, measured against recognised service design practice
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Improve difficult conversations within their own organisation
- Review key account management and say plainly whether it is working
What the course covers
- Customer retention
- Voice of the customer programmes
- Pipeline management
- Telephone and contact centre skills
- Difficult conversations
- Key account management
- Proposal writing
Who should attend
- client relationship managers
- branch managers
- service desk staff
- customer service managers
- sales managers
