Leading Telephone Skills Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers difficult conversations and telephone and contact centre skills 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 upselling and cross selling, customer journey mapping and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Explain customer journey mapping to someone who does not do the work
- Improve proposal writing within their own organisation
- Spot where pipeline management is failing before it becomes a finding
What the course covers
- Difficult conversations
- Telephone and contact centre skills
- Upselling and cross selling
- Customer journey mapping
- Proposal writing
- Pipeline management
- Customer retention
Who should attend
- customer service managers
- sales managers
- branch managers
- service desk staff
- sales representatives
