Strategic Telephone Skills
5 days|Delivered on request
Strategic Telephone Skills looks at this work from the level at which it is resourced and defended. The focus is on service recovery, complaint handling 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, voice of the customer programmes and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of customer journey mapping rather than escalating it, measured against recognised service design practice
- Review voice of the customer programmes and say plainly whether it is working
- Spot where needs analysis is failing before it becomes a finding
- Put customer retention on a footing they can defend to a reviewer
What the course covers
- Service recovery
- Complaint handling
- Customer journey mapping
- Voice of the customer programmes
- Needs analysis
- Customer retention
- Key account management
Who should attend
- sales representatives
- client relationship managers
- service desk staff
- contact centre team leaders
- branch managers
