Practical Contact Centre Management
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service recovery and negotiation in sales on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with proposal writing, difficult conversations and needs analysis in their own organisation.
What delegates leave able to do
- Bring proposal writing into line with current good practice, measured against recognised service design practice
- Take ownership of difficult conversations rather than escalating it
- Spot where needs analysis is failing before it becomes a finding
- Explain customer journey mapping to someone who does not do the work
What the course covers
- Service recovery
- Negotiation in sales
- Proposal writing
- Difficult conversations
- Needs analysis
- Customer journey mapping
- Voice of the customer programmes
Who should attend
- sales managers
- sales representatives
- customer service managers
