Proposal Writing: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through key account management 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 telephone and contact centre skills, negotiation in sales and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about telephone and contact centre skills without waiting for a specialist, measured against recognised service design practice
- Explain negotiation in sales to someone who does not do the work
- Review difficult conversations and say plainly whether it is working
- Take ownership of voice of the customer programmes rather than escalating it
What the course covers
- Key account management
- Service standards
- Telephone and contact centre skills
- Negotiation in sales
- Difficult conversations
- Voice of the customer programmes
- Upselling and cross selling
Who should attend
- contact centre team leaders
- branch managers
- customer service managers
