Practical Telephone Skills
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through pipeline management 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 voice of the customer programmes, service recovery and service standards in their own organisation.
What delegates leave able to do
- Review voice of the customer programmes and say plainly whether it is working, measured against the Consumer Protection Act
- Make a decision about service recovery without waiting for a specialist
- Improve service standards within their own organisation
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Pipeline management
- Customer retention
- Voice of the customer programmes
- Service recovery
- Service standards
- Proposal writing
- Key account management
Who should attend
- sales managers
- key account managers
- sales representatives
