Managing Complaint Handling
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers voice of the customer programmes and sales forecasting from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with objection handling, service recovery and customer retention in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against the Consumer Protection Act
- Spot where service recovery is failing before it becomes a finding
- Put customer retention on a footing they can defend to a reviewer
- Improve difficult conversations within their own organisation
What the course covers
- Voice of the customer programmes
- Sales forecasting
- Objection handling
- Service recovery
- Customer retention
- Difficult conversations
- Service level design
Who should attend
- sales representatives
- branch managers
- customer service managers
- sales managers
- service desk staff
