Telephone Skills Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether proposal writing and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with upselling and cross selling, service standards and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Improve upselling and cross selling within their own organisation, measured against consultative selling methodology
- Explain service standards to someone who does not do the work
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Make a decision about service recovery without waiting for a specialist
What the course covers
- Proposal writing
- Complaint handling
- Upselling and cross selling
- Service standards
- Voice of the customer programmes
- Service recovery
- Key account management
Who should attend
- service desk staff
- branch managers
- contact centre team leaders
- client relationship managers
- sales managers
