Service Recovery
3 days|Delivered on request
This Service Recovery programme gives delegates a working command of customer journey mapping and service level design, grounded in consultative selling methodology. Organisations invest here because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with objection handling, complaint handling and proposal writing in their own organisation.
What delegates leave able to do
- Spot where objection handling is failing before it becomes a finding, measured against consultative selling methodology
- Take ownership of complaint handling rather than escalating it
- Explain proposal writing to someone who does not do the work
- Make a decision about voice of the customer programmes without waiting for a specialist
What the course covers
- Customer journey mapping
- Service level design
- Objection handling
- Complaint handling
- Proposal writing
- Voice of the customer programmes
- Service standards
Who should attend
- sales managers
- customer service managers
- key account managers
