Managing Service Recovery
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 customer journey mapping 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 upselling and cross selling, customer retention and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Review customer retention and say plainly whether it is working
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Voice of the customer programmes
- Customer journey mapping
- Upselling and cross selling
- Customer retention
- Telephone and contact centre skills
- Complaint handling
- Negotiation in sales
Who should attend
- key account managers
- sales managers
- branch managers
- sales representatives
- contact centre team leaders
