Service Level Design: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through negotiation in sales and customer retention on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, service level design and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Explain voice of the customer programmes to someone who does not do the work, measured against recognised service design practice
- Make a decision about service level design without waiting for a specialist
- Review telephone and contact centre skills and say plainly whether it is working
- Improve customer journey mapping within their own organisation
What the course covers
- Negotiation in sales
- Customer retention
- Voice of the customer programmes
- Service level design
- Telephone and contact centre skills
- Customer journey mapping
- Objection handling
Who should attend
- contact centre team leaders
- sales representatives
- client relationship managers
