Service Level Design
3 days|Delivered on request
This Service Level Design programme gives delegates a working command of customer retention and needs analysis, grounded in consultative selling methodology. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, upselling and cross selling and proposal writing in their own organisation.
What delegates leave able to do
- Improve complaint handling within their own organisation, measured against consultative selling methodology
- Make a decision about upselling and cross selling without waiting for a specialist
- Bring proposal writing into line with current good practice
- Take ownership of objection handling rather than escalating it
What the course covers
- Customer retention
- Needs analysis
- Complaint handling
- Upselling and cross selling
- Proposal writing
- Objection handling
- Sales forecasting
Who should attend
- customer service managers
- contact centre team leaders
- sales managers
