Service Level Design for Non-Specialists
2 days|Delivered on request
Service Level Design for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through service level design and voice of the customer programmes without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, difficult conversations and pipeline management in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against recognised service design practice
- Bring difficult conversations into line with current good practice
- Make a decision about pipeline management without waiting for a specialist
- Improve upselling and cross selling within their own organisation
What the course covers
- Service level design
- Voice of the customer programmes
- Complaint handling
- Difficult conversations
- Pipeline management
- Upselling and cross selling
- Service standards
Who should attend
- client relationship managers
- contact centre team leaders
- sales representatives
- customer service managers
