Strategic Difficult Customer Conversations
5 days|Delivered on request
Strategic Difficult Customer Conversations looks at this work from the level at which it is resourced and defended. The focus is on telephone and contact centre skills, upselling and cross selling 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 service standards, sales forecasting and objection handling in their own organisation.
What delegates leave able to do
- Put service standards on a footing they can defend to a reviewer, measured against recognised service design practice
- Improve sales forecasting within their own organisation
- Spot where objection handling is failing before it becomes a finding
- Bring service level design into line with current good practice
What the course covers
- Telephone and contact centre skills
- Upselling and cross selling
- Service standards
- Sales forecasting
- Objection handling
- Service level design
- Proposal writing
Who should attend
- service desk staff
- contact centre team leaders
- key account managers
- customer service managers
- sales representatives
