Strategic Voice of the Customer
5 days|Delivered on request
Strategic Voice of the Customer looks at this work from the level at which it is resourced and defended. The focus is on upselling and cross selling, service recovery and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with pipeline management, telephone and contact centre skills and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about pipeline management without waiting for a specialist, measured against consultative selling methodology
- Bring telephone and contact centre skills into line with current good practice
- Improve difficult conversations within their own organisation
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Service recovery
- Pipeline management
- Telephone and contact centre skills
- Difficult conversations
- Proposal writing
- Service level design
Who should attend
- sales managers
- sales representatives
- client relationship managers
- customer service managers
- service desk staff
