Telephone Skills for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and proposal writing from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer retention, objection handling and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Improve customer retention within their own organisation, measured against the Consumer Protection Act
- Put objection handling on a footing they can defend to a reviewer
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Explain complaint handling to someone who does not do the work
What the course covers
- Upselling and cross selling
- Proposal writing
- Customer retention
- Objection handling
- Telephone and contact centre skills
- Complaint handling
- Service standards
Who should attend
- customer service managers
- branch managers
- service desk staff
- contact centre team leaders
- key account managers
