Service Recovery: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and sales forecasting on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with difficult conversations, customer retention and service level design in their own organisation.
What delegates leave able to do
- Explain difficult conversations to someone who does not do the work, measured against consultative selling methodology
- Take ownership of customer retention rather than escalating it
- Make a decision about service level design without waiting for a specialist
- Put key account management on a footing they can defend to a reviewer
What the course covers
- Telephone and contact centre skills
- Sales forecasting
- Difficult conversations
- Customer retention
- Service level design
- Key account management
- Service recovery
Who should attend
- contact centre team leaders
- client relationship managers
- service desk staff
