Strategic Business Development
5 days|Delivered on request
Strategic Business Development looks at this work from the level at which it is resourced and defended. The focus is on service recovery, objection handling and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with customer journey mapping, telephone and contact centre skills and service level design in their own organisation.
What delegates leave able to do
- Take ownership of customer journey mapping rather than escalating it, measured against consultative selling methodology
- Make a decision about telephone and contact centre skills without waiting for a specialist
- Bring service level design into line with current good practice
- Review upselling and cross selling and say plainly whether it is working
What the course covers
- Service recovery
- Objection handling
- Customer journey mapping
- Telephone and contact centre skills
- Service level design
- Upselling and cross selling
- Pipeline management
Who should attend
- client relationship managers
- contact centre team leaders
- customer service managers
- sales representatives
- key account managers
