Practical Service Recovery
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through customer journey mapping and proposal writing 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 telephone and contact centre skills, sales forecasting and complaint handling in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Explain sales forecasting to someone who does not do the work
- Review complaint handling and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Customer journey mapping
- Proposal writing
- Telephone and contact centre skills
- Sales forecasting
- Complaint handling
- Voice of the customer programmes
- Needs analysis
Who should attend
- service desk staff
- sales managers
- customer service managers
