Retail Management Reporting and Analytics
3 days|Delivered on request
Retail Management Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through customer retention and consultative selling and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service level design, needs analysis and complaint handling in their own organisation.
What delegates leave able to do
- Bring service level design into line with current good practice, measured against recognised service design practice
- Take ownership of needs analysis rather than escalating it
- Improve complaint handling within their own organisation
- Put telephone and contact centre skills on a footing they can defend to a reviewer
What the course covers
- Customer retention
- Consultative selling
- Service level design
- Needs analysis
- Complaint handling
- Telephone and contact centre skills
- Voice of the customer programmes
Who should attend
- customer service managers
- sales representatives
- branch managers
- service desk staff
