Voice of the Customer
3 days|Delivered on request
This Voice of the Customer programme gives delegates a working command of upselling and cross selling and negotiation in sales, grounded in recognised service design practice. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with service level design, needs analysis and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where service level design is failing before it becomes a finding, measured against recognised service design practice
- Review needs analysis and say plainly whether it is working
- Explain customer journey mapping to someone who does not do the work
- Improve customer retention within their own organisation
What the course covers
- Upselling and cross selling
- Negotiation in sales
- Service level design
- Needs analysis
- Customer journey mapping
- Customer retention
- Sales forecasting
Who should attend
- client relationship managers
- key account managers
- service desk staff
