Service Recovery for Non-Specialists
2 days|Delivered on request
Service Recovery for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through needs analysis and objection handling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with proposal writing, sales forecasting and customer journey mapping in their own organisation.
What delegates leave able to do
- Review proposal writing and say plainly whether it is working, measured against the Consumer Protection Act
- Bring sales forecasting into line with current good practice
- Improve customer journey mapping within their own organisation
- Explain difficult conversations to someone who does not do the work
What the course covers
- Needs analysis
- Objection handling
- Proposal writing
- Sales forecasting
- Customer journey mapping
- Difficult conversations
- Key account management
Who should attend
- contact centre team leaders
- key account managers
- service desk staff
- branch managers
