Tender Response Writing for Non-Specialists
2 days|Delivered on request
Tender Response Writing for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and needs analysis without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with sales forecasting, service standards and objection handling in their own organisation.
What delegates leave able to do
- Bring sales forecasting into line with current good practice, measured against recognised service design practice
- Explain service standards to someone who does not do the work
- Make a decision about objection handling without waiting for a specialist
- Take ownership of upselling and cross selling rather than escalating it
What the course covers
- Voice of the customer programmes
- Needs analysis
- Sales forecasting
- Service standards
- Objection handling
- Upselling and cross selling
- Service level design
Who should attend
- client relationship managers
- customer service managers
- service desk staff
- contact centre team leaders
