Tender Response Writing Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether consultative selling and proposal writing are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service standards, service level design and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Explain service standards to someone who does not do the work, measured against the Consumer Protection Act
- Make a decision about service level design without waiting for a specialist
- Bring telephone and contact centre skills into line with current good practice
- Review customer retention and say plainly whether it is working
What the course covers
- Consultative selling
- Proposal writing
- Service standards
- Service level design
- Telephone and contact centre skills
- Customer retention
- Negotiation in sales
Who should attend
- sales representatives
- contact centre team leaders
- key account managers
- sales managers
- service desk staff
