Retail Management in the Public Sector
3 days|Delivered on request
Retail Management in the Public Sector takes the discipline and works it through the constraints of this operating context, including service standards, customer journey mapping and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, negotiation in sales and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Take ownership of service level design rather than escalating it, measured against recognised service design practice
- Bring negotiation in sales into line with current good practice
- Explain telephone and contact centre skills to someone who does not do the work
- Improve difficult conversations within their own organisation
What the course covers
- Service standards
- Customer journey mapping
- Service level design
- Negotiation in sales
- Telephone and contact centre skills
- Difficult conversations
- Upselling and cross selling
Who should attend
- customer service managers
- sales managers
- client relationship managers
- sales representatives
