Strategic Service Recovery
5 days|Delivered on request
Strategic Service Recovery looks at this work from the level at which it is resourced and defended. The focus is on negotiation in sales, key account management 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 difficult conversations, customer retention and pipeline management in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against consultative selling methodology
- Put customer retention on a footing they can defend to a reviewer
- Bring pipeline management into line with current good practice
- Improve service recovery within their own organisation
What the course covers
- Negotiation in sales
- Key account management
- Difficult conversations
- Customer retention
- Pipeline management
- Service recovery
- Telephone and contact centre skills
Who should attend
- service desk staff
- key account managers
- branch managers
- customer service managers
- sales representatives
