Strategic Customer Retention
5 days|Delivered on request
Strategic Customer Retention looks at this work from the level at which it is resourced and defended. The focus is on needs analysis, 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, complaint handling and pipeline management in their own organisation.
What delegates leave able to do
- Improve upselling and cross selling within their own organisation, measured against consultative selling methodology
- Review complaint handling and say plainly whether it is working
- Bring pipeline management into line with current good practice
- Make a decision about difficult conversations without waiting for a specialist
What the course covers
- Needs analysis
- Telephone and contact centre skills
- Upselling and cross selling
- Complaint handling
- Pipeline management
- Difficult conversations
- Negotiation in sales
Who should attend
- sales managers
- key account managers
- service desk staff
- contact centre team leaders
- branch managers
