Strategic Service Level Design
5 days|Delivered on request
Strategic Service Level Design looks at this work from the level at which it is resourced and defended. The focus is on difficult conversations, voice of the customer programmes 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 customer journey mapping, complaint handling and objection handling in their own organisation.
What delegates leave able to do
- Bring customer journey mapping into line with current good practice, measured against consultative selling methodology
- Review complaint handling and say plainly whether it is working
- Explain objection handling to someone who does not do the work
- Make a decision about customer retention without waiting for a specialist
What the course covers
- Difficult conversations
- Voice of the customer programmes
- Customer journey mapping
- Complaint handling
- Objection handling
- Customer retention
- Needs analysis
Who should attend
- sales managers
- key account managers
- branch managers
- service desk staff
- contact centre team leaders
