Telephone Skills in the Public Sector
3 days|Delivered on request
Telephone Skills in the Public Sector takes the discipline and works it through the constraints of this operating context, including voice of the customer programmes, complaint handling and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with pipeline management, customer journey mapping and objection handling in their own organisation.
What delegates leave able to do
- Make a decision about pipeline management without waiting for a specialist, measured against the Consumer Protection Act
- Take ownership of customer journey mapping rather than escalating it
- Explain objection handling to someone who does not do the work
- Improve service recovery within their own organisation
What the course covers
- Voice of the customer programmes
- Complaint handling
- Pipeline management
- Customer journey mapping
- Objection handling
- Service recovery
- Service standards
Who should attend
- client relationship managers
- contact centre team leaders
- key account managers
- sales representatives
