Strategic Customer Service Excellence
5 days|Delivered on request
Strategic Customer Service Excellence looks at this work from the level at which it is resourced and defended. The focus is on pipeline management, proposal writing and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, consultative selling and upselling and cross selling in their own organisation.
What delegates leave able to do
- Explain difficult conversations to someone who does not do the work, measured against recognised service design practice
- Review consultative selling and say plainly whether it is working
- Improve upselling and cross selling within their own organisation
- Bring negotiation in sales into line with current good practice
What the course covers
- Pipeline management
- Proposal writing
- Difficult conversations
- Consultative selling
- Upselling and cross selling
- Negotiation in sales
- Service level design
Who should attend
- key account managers
- sales managers
- contact centre team leaders
- client relationship managers
- sales representatives
