Telephone Skills
3 days|Delivered on request
This Telephone Skills programme gives delegates a working command of service level design and customer retention, grounded in recognised service design practice. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with objection handling, service recovery and proposal writing in their own organisation.
What delegates leave able to do
- Spot where objection handling is failing before it becomes a finding, measured against recognised service design practice
- Put service recovery on a footing they can defend to a reviewer
- Review proposal writing and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Service level design
- Customer retention
- Objection handling
- Service recovery
- Proposal writing
- Voice of the customer programmes
- Difficult conversations
Who should attend
- client relationship managers
- key account managers
- customer service managers
