Service Recovery for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and needs analysis from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with key account management, service standards and customer retention in their own organisation.
What delegates leave able to do
- Put key account management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Explain service standards to someone who does not do the work
- Make a decision about customer retention without waiting for a specialist
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Upselling and cross selling
- Needs analysis
- Key account management
- Service standards
- Customer retention
- Proposal writing
- Pipeline management
Who should attend
- contact centre team leaders
- sales managers
- client relationship managers
- customer service managers
- service desk staff
