Service Level Design for Small and Medium Enterprises
3 days|Delivered on request
Service Level Design for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service recovery, consultative selling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with key account management, sales forecasting and upselling and cross selling in their own organisation.
What delegates leave able to do
- Put key account management on a footing they can defend to a reviewer, measured against consultative selling methodology
- Bring sales forecasting into line with current good practice
- Improve upselling and cross selling within their own organisation
- Review customer retention and say plainly whether it is working
What the course covers
- Service recovery
- Consultative selling
- Key account management
- Sales forecasting
- Upselling and cross selling
- Customer retention
- Voice of the customer programmes
Who should attend
- branch managers
- customer service managers
- contact centre team leaders
- sales managers
