Leading Voice of the Customer 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 negotiation in sales 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 voice of the customer programmes, difficult conversations and key account management in their own organisation.
What delegates leave able to do
- Make a decision about voice of the customer programmes without waiting for a specialist, measured against consultative selling methodology
- Put difficult conversations on a footing they can defend to a reviewer
- Spot where key account management is failing before it becomes a finding
- Take ownership of telephone and contact centre skills rather than escalating it
What the course covers
- Customer retention
- Negotiation in sales
- Voice of the customer programmes
- Difficult conversations
- Key account management
- Telephone and contact centre skills
- Complaint handling
Who should attend
- sales representatives
- contact centre team leaders
- key account managers
- customer service managers
- sales managers
