Practical Customer Service Excellence
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service level design and needs analysis on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with complaint handling, upselling and cross selling and service standards in their own organisation.
What delegates leave able to do
- Make a decision about complaint handling without waiting for a specialist, measured against consultative selling methodology
- Put upselling and cross selling on a footing they can defend to a reviewer
- Take ownership of service standards rather than escalating it
- Spot where negotiation in sales is failing before it becomes a finding
What the course covers
- Service level design
- Needs analysis
- Complaint handling
- Upselling and cross selling
- Service standards
- Negotiation in sales
- Service recovery
Who should attend
- customer service managers
- contact centre team leaders
- client relationship managers
