Practical Proposal Writing
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service recovery and customer retention 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 service level design, needs analysis and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against recognised service design practice
- Put needs analysis on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Service recovery
- Customer retention
- Service level design
- Needs analysis
- Difficult conversations
- Customer journey mapping
- Telephone and contact centre skills
Who should attend
- service desk staff
- branch managers
- sales managers
