Service Recovery Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether consultative selling and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service standards, service recovery and complaint handling in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against recognised service design practice
- Spot where service recovery is failing before it becomes a finding
- Put complaint handling on a footing they can defend to a reviewer
- Improve service level design within their own organisation
What the course covers
- Consultative selling
- Objection handling
- Service standards
- Service recovery
- Complaint handling
- Service level design
- Pipeline management
Who should attend
- service desk staff
- customer service managers
- sales managers
- contact centre team leaders
- client relationship managers
