Telephone Skills: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with service standards, key account management and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Bring service standards into line with current good practice, measured against recognised service design practice
- Put key account management on a footing they can defend to a reviewer
- Improve voice of the customer programmes within their own organisation
- Explain objection handling to someone who does not do the work
What the course covers
- Telephone and contact centre skills
- Upselling and cross selling
- Service standards
- Key account management
- Voice of the customer programmes
- Objection handling
- Customer retention
Who should attend
- sales managers
- client relationship managers
- sales representatives
