Practical Retail Management
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through complaint handling and telephone and contact centre skills 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 difficult conversations, service recovery and needs analysis in their own organisation.
What delegates leave able to do
- Improve difficult conversations within their own organisation, measured against the Consumer Protection Act
- Make a decision about service recovery without waiting for a specialist
- Spot where needs analysis is failing before it becomes a finding
- Explain proposal writing to someone who does not do the work
What the course covers
- Complaint handling
- Telephone and contact centre skills
- Difficult conversations
- Service recovery
- Needs analysis
- Proposal writing
- Sales forecasting
Who should attend
- contact centre team leaders
- sales representatives
- client relationship managers
