Strategic Complaint Handling
5 days|Delivered on request
Strategic Complaint Handling looks at this work from the level at which it is resourced and defended. The focus is on key account management, telephone and contact centre skills 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 upselling and cross selling, negotiation in sales and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Take ownership of negotiation in sales rather than escalating it
- Explain voice of the customer programmes to someone who does not do the work
- Review customer retention and say plainly whether it is working
What the course covers
- Key account management
- Telephone and contact centre skills
- Upselling and cross selling
- Negotiation in sales
- Voice of the customer programmes
- Customer retention
- Pipeline management
Who should attend
- sales managers
- branch managers
- customer service managers
- client relationship managers
- sales representatives
