Service Level Design Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into negotiation in sales, consultative selling and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with customer retention, difficult conversations and service standards in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Review difficult conversations and say plainly whether it is working
- Explain service standards to someone who does not do the work
- Bring needs analysis into line with current good practice
What the course covers
- Negotiation in sales
- Consultative selling
- Customer retention
- Difficult conversations
- Service standards
- Needs analysis
- Pipeline management
Who should attend
- sales representatives
- key account managers
- customer service managers
- service desk staff
- client relationship managers
