Service Level Design in the Public Sector
3 days|Delivered on request
Service Level Design in the Public Sector takes the discipline and works it through the constraints of this operating context, including pipeline management, sales forecasting and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service recovery, upselling and cross selling and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Spot where service recovery is failing before it becomes a finding, measured against recognised service design practice
- Put upselling and cross selling on a footing they can defend to a reviewer
- Improve voice of the customer programmes within their own organisation
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Pipeline management
- Sales forecasting
- Service recovery
- Upselling and cross selling
- Voice of the customer programmes
- Customer journey mapping
- Customer retention
Who should attend
- client relationship managers
- contact centre team leaders
- service desk staff
- key account managers
