Practical Customer Data and Segmentation
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through upselling and cross selling and consultative selling 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 telephone and contact centre skills, service recovery and service level design in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Improve service recovery within their own organisation
- Spot where service level design is failing before it becomes a finding
- Make a decision about customer journey mapping without waiting for a specialist
What the course covers
- Upselling and cross selling
- Consultative selling
- Telephone and contact centre skills
- Service recovery
- Service level design
- Customer journey mapping
- Needs analysis
Who should attend
- customer service managers
- service desk staff
- client relationship managers
