Practical Business Development
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service standards and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, consultative selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about telephone and contact centre skills without waiting for a specialist, measured against consultative selling methodology
- Spot where consultative selling is failing before it becomes a finding
- Take ownership of customer journey mapping rather than escalating it
- Improve difficult conversations within their own organisation
What the course covers
- Service standards
- Upselling and cross selling
- Telephone and contact centre skills
- Consultative selling
- Customer journey mapping
- Difficult conversations
- Service level design
Who should attend
- key account managers
- service desk staff
- branch managers
