Managing Service Level Design
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 complaint handling 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 objection handling, negotiation in sales and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against recognised service design practice
- Explain negotiation in sales to someone who does not do the work
- Improve service recovery within their own organisation
- Put difficult conversations on a footing they can defend to a reviewer
What the course covers
- Voice of the customer programmes
- Complaint handling
- Objection handling
- Negotiation in sales
- Service recovery
- Difficult conversations
- Customer retention
Who should attend
- sales representatives
- client relationship managers
- sales managers
- contact centre team leaders
- service desk staff
