Managing Voice of the Customer
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers telephone and contact centre skills and difficult conversations from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with sales forecasting, customer retention and complaint handling in their own organisation.
What delegates leave able to do
- Bring sales forecasting into line with current good practice, measured against the Consumer Protection Act
- Put customer retention on a footing they can defend to a reviewer
- Take ownership of complaint handling rather than escalating it
- Make a decision about service standards without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Difficult conversations
- Sales forecasting
- Customer retention
- Complaint handling
- Service standards
- Negotiation in sales
Who should attend
- branch managers
- service desk staff
- key account managers
- contact centre team leaders
- sales managers
