Service Recovery Reporting and Analytics
3 days|Delivered on request
Service Recovery Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through proposal writing and customer journey mapping and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with upselling and cross selling, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Take ownership of upselling and cross selling rather than escalating it, measured against recognised service design practice
- Put service level design on a footing they can defend to a reviewer
- Make a decision about consultative selling without waiting for a specialist
- Bring needs analysis into line with current good practice
What the course covers
- Proposal writing
- Customer journey mapping
- Upselling and cross selling
- Service level design
- Consultative selling
- Needs analysis
- Difficult conversations
Who should attend
- sales representatives
- key account managers
- contact centre team leaders
- sales managers
