Telephone Skills for Non-Specialists
2 days|Delivered on request
Telephone Skills for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and difficult conversations without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with pipeline management, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Put pipeline management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Take ownership of service level design rather than escalating it
- Improve consultative selling within their own organisation
- Explain telephone and contact centre skills to someone who does not do the work
What the course covers
- Voice of the customer programmes
- Difficult conversations
- Pipeline management
- Service level design
- Consultative selling
- Telephone and contact centre skills
- Proposal writing
Who should attend
- client relationship managers
- key account managers
- customer service managers
- service desk staff
