Retail Management for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers difficult conversations and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with voice of the customer programmes, negotiation in sales and key account management in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against recognised service design practice
- Put negotiation in sales on a footing they can defend to a reviewer
- Review key account management and say plainly whether it is working
- Explain sales forecasting to someone who does not do the work
What the course covers
- Difficult conversations
- Telephone and contact centre skills
- Voice of the customer programmes
- Negotiation in sales
- Key account management
- Sales forecasting
- Service recovery
Who should attend
- customer service managers
- service desk staff
- sales representatives
- key account managers
- sales managers
