Sales Forecasting Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether negotiation in sales and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with customer retention, customer journey mapping and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Take ownership of customer retention rather than escalating it, measured against the Consumer Protection Act
- Put customer journey mapping on a footing they can defend to a reviewer
- Explain telephone and contact centre skills to someone who does not do the work
- Bring service recovery into line with current good practice
What the course covers
- Negotiation in sales
- Complaint handling
- Customer retention
- Customer journey mapping
- Telephone and contact centre skills
- Service recovery
- Sales forecasting
Who should attend
- key account managers
- contact centre team leaders
- client relationship managers
- sales representatives
- customer service managers
