Practical Service Level Design
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through voice of the customer programmes and service standards 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 pipeline management, key account management and service recovery in their own organisation.
What delegates leave able to do
- Take ownership of pipeline management rather than escalating it, measured against the Consumer Protection Act
- Make a decision about key account management without waiting for a specialist
- Explain service recovery to someone who does not do the work
- Improve objection handling within their own organisation
What the course covers
- Voice of the customer programmes
- Service standards
- Pipeline management
- Key account management
- Service recovery
- Objection handling
- Complaint handling
Who should attend
- service desk staff
- branch managers
- client relationship managers
