Telephone Skills Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into service standards, sales forecasting and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, customer retention and proposal writing in their own organisation.
What delegates leave able to do
- Put difficult conversations on a footing they can defend to a reviewer, measured against consultative selling methodology
- Spot where customer retention is failing before it becomes a finding
- Explain proposal writing to someone who does not do the work
- Review complaint handling and say plainly whether it is working
What the course covers
- Service standards
- Sales forecasting
- Difficult conversations
- Customer retention
- Proposal writing
- Complaint handling
- Pipeline management
Who should attend
- service desk staff
- key account managers
- customer service managers
- client relationship managers
- sales managers
