Managing Customer Journey Mapping
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers sales forecasting and key account management 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 complaint handling, difficult conversations and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Explain complaint handling to someone who does not do the work, measured against the Consumer Protection Act
- Make a decision about difficult conversations without waiting for a specialist
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Take ownership of proposal writing rather than escalating it
What the course covers
- Sales forecasting
- Key account management
- Complaint handling
- Difficult conversations
- Voice of the customer programmes
- Proposal writing
- Objection handling
Who should attend
- key account managers
- sales representatives
- contact centre team leaders
- branch managers
- sales managers
