Managing Customer Service Excellence
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers needs analysis and service recovery 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 proposal writing, objection handling and consultative selling in their own organisation.
What delegates leave able to do
- Review proposal writing and say plainly whether it is working, measured against the Consumer Protection Act
- Bring objection handling into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
- Put telephone and contact centre skills on a footing they can defend to a reviewer
What the course covers
- Needs analysis
- Service recovery
- Proposal writing
- Objection handling
- Consultative selling
- Telephone and contact centre skills
- Upselling and cross selling
Who should attend
- branch managers
- contact centre team leaders
- customer service managers
- sales representatives
- client relationship managers
