Practical Customer Retention
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and negotiation in sales 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 needs analysis, objection handling and key account management in their own organisation.
What delegates leave able to do
- Make a decision about needs analysis without waiting for a specialist, measured against recognised service design practice
- Improve objection handling within their own organisation
- Bring key account management into line with current good practice
- Put service level design on a footing they can defend to a reviewer
What the course covers
- Telephone and contact centre skills
- Negotiation in sales
- Needs analysis
- Objection handling
- Key account management
- Service level design
- Consultative selling
Who should attend
- sales representatives
- client relationship managers
- service desk staff
