Service Recovery Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into sales forecasting, proposal writing and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, negotiation in sales and complaint handling in their own organisation.
What delegates leave able to do
- Take ownership of key account management rather than escalating it, measured against consultative selling methodology
- Make a decision about negotiation in sales without waiting for a specialist
- Spot where complaint handling is failing before it becomes a finding
- Explain pipeline management to someone who does not do the work
What the course covers
- Sales forecasting
- Proposal writing
- Key account management
- Negotiation in sales
- Complaint handling
- Pipeline management
- Customer journey mapping
Who should attend
- service desk staff
- client relationship managers
- branch managers
- contact centre team leaders
- customer service managers
