Managing Customer Retention
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers consultative selling and key account management 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 complaint handling, customer journey mapping and difficult conversations in their own organisation.
What delegates leave able to do
- Review complaint handling and say plainly whether it is working, measured against recognised service design practice
- Explain customer journey mapping to someone who does not do the work
- Make a decision about difficult conversations without waiting for a specialist
- Spot where customer retention is failing before it becomes a finding
What the course covers
- Consultative selling
- Key account management
- Complaint handling
- Customer journey mapping
- Difficult conversations
- Customer retention
- Voice of the customer programmes
Who should attend
- branch managers
- contact centre team leaders
- sales managers
- client relationship managers
- key account managers
