Telephone Skills for Small and Medium Enterprises
3 days|Delivered on request
Telephone Skills for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service level design, consultative selling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with difficult conversations, service recovery and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of difficult conversations rather than escalating it, measured against consultative selling methodology
- Put service recovery on a footing they can defend to a reviewer
- Bring customer retention into line with current good practice
- Spot where complaint handling is failing before it becomes a finding
What the course covers
- Service level design
- Consultative selling
- Difficult conversations
- Service recovery
- Customer retention
- Complaint handling
- Service standards
Who should attend
- contact centre team leaders
- key account managers
- service desk staff
- customer service managers
