Voice of the Customer Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether negotiation in sales and needs analysis 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 customer retention, complaint handling and proposal writing in their own organisation.
What delegates leave able to do
- Explain customer retention to someone who does not do the work, measured against recognised service design practice
- Bring complaint handling into line with current good practice
- Improve proposal writing within their own organisation
- Spot where service recovery is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Needs analysis
- Customer retention
- Complaint handling
- Proposal writing
- Service recovery
- Objection handling
Who should attend
- key account managers
- contact centre team leaders
- client relationship managers
- sales managers
- service desk staff
