Service Level Design Reporting and Analytics
3 days|Delivered on request
Service Level Design Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through telephone and contact centre skills and service standards and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with objection handling, difficult conversations and complaint handling in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against the Consumer Protection Act
- Review difficult conversations and say plainly whether it is working
- Explain complaint handling to someone who does not do the work
- Improve key account management within their own organisation
What the course covers
- Telephone and contact centre skills
- Service standards
- Objection handling
- Difficult conversations
- Complaint handling
- Key account management
- Service recovery
Who should attend
- client relationship managers
- customer service managers
- key account managers
- branch managers
