Service Recovery in the Public Sector
3 days|Delivered on request
Service Recovery in the Public Sector takes the discipline and works it through the constraints of this operating context, including pipeline management, needs analysis and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service recovery, sales forecasting and negotiation in sales in their own organisation.
What delegates leave able to do
- Bring service recovery into line with current good practice, measured against recognised service design practice
- Take ownership of sales forecasting rather than escalating it
- Explain negotiation in sales to someone who does not do the work
- Put service level design on a footing they can defend to a reviewer
What the course covers
- Pipeline management
- Needs analysis
- Service recovery
- Sales forecasting
- Negotiation in sales
- Service level design
- Service standards
Who should attend
- client relationship managers
- branch managers
- service desk staff
- key account managers
