Service Level Design Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether objection handling and sales forecasting 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 consultative selling, customer journey mapping and complaint handling in their own organisation.
What delegates leave able to do
- Improve consultative selling within their own organisation, measured against consultative selling methodology
- Put customer journey mapping on a footing they can defend to a reviewer
- Explain complaint handling to someone who does not do the work
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Objection handling
- Sales forecasting
- Consultative selling
- Customer journey mapping
- Complaint handling
- Proposal writing
- Telephone and contact centre skills
Who should attend
- sales managers
- key account managers
- client relationship managers
- contact centre team leaders
- sales representatives
