Service Level Design for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers key account management and upselling and cross selling from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with pipeline management, customer journey mapping and objection handling in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against the Consumer Protection Act
- Explain customer journey mapping to someone who does not do the work
- Review objection handling and say plainly whether it is working
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Key account management
- Upselling and cross selling
- Pipeline management
- Customer journey mapping
- Objection handling
- Consultative selling
- Sales forecasting
Who should attend
- sales representatives
- service desk staff
- branch managers
- client relationship managers
- contact centre team leaders
