Managing Difficult Customer Conversations
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers negotiation in sales and needs analysis 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 objection handling, customer journey mapping and key account management in their own organisation.
What delegates leave able to do
- Explain objection handling to someone who does not do the work, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Bring key account management into line with current good practice
- Put voice of the customer programmes on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Needs analysis
- Objection handling
- Customer journey mapping
- Key account management
- Voice of the customer programmes
- Service standards
Who should attend
- client relationship managers
- service desk staff
- key account managers
- branch managers
- sales representatives
