Telephone Skills Reporting and Analytics
3 days|Delivered on request
Telephone Skills Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through sales forecasting and complaint handling and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with service recovery, telephone and contact centre skills and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review service recovery and say plainly whether it is working, measured against consultative selling methodology
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Improve voice of the customer programmes within their own organisation
- Make a decision about upselling and cross selling without waiting for a specialist
What the course covers
- Sales forecasting
- Complaint handling
- Service recovery
- Telephone and contact centre skills
- Voice of the customer programmes
- Upselling and cross selling
- Negotiation in sales
Who should attend
- customer service managers
- key account managers
- sales managers
- client relationship managers
