Service Recovery for Small and Medium Enterprises
3 days|Delivered on request
Service Recovery for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including proposal writing, telephone and contact centre skills and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with objection handling, sales forecasting and negotiation in sales in their own organisation.
What delegates leave able to do
- Put objection handling on a footing they can defend to a reviewer, measured against consultative selling methodology
- Explain sales forecasting to someone who does not do the work
- Make a decision about negotiation in sales without waiting for a specialist
- Bring voice of the customer programmes into line with current good practice
What the course covers
- Proposal writing
- Telephone and contact centre skills
- Objection handling
- Sales forecasting
- Negotiation in sales
- Voice of the customer programmes
- Difficult conversations
Who should attend
- contact centre team leaders
- service desk staff
- sales managers
- client relationship managers
