Strategic Customer Journey Mapping
5 days|Delivered on request
Strategic Customer Journey Mapping looks at this work from the level at which it is resourced and defended. The focus is on telephone and contact centre skills, customer retention and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with objection handling, upselling and cross selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where objection handling is failing before it becomes a finding, measured against recognised service design practice
- Put upselling and cross selling on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Improve negotiation in sales within their own organisation
What the course covers
- Telephone and contact centre skills
- Customer retention
- Objection handling
- Upselling and cross selling
- Customer journey mapping
- Negotiation in sales
- Pipeline management
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
- key account managers
- client relationship managers
