Voice of the Customer for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers customer retention and service level design from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with key account management, voice of the customer programmes and negotiation in sales in their own organisation.
What delegates leave able to do
- Improve key account management within their own organisation, measured against the Consumer Protection Act
- Bring voice of the customer programmes into line with current good practice
- Explain negotiation in sales to someone who does not do the work
- Review customer journey mapping and say plainly whether it is working
What the course covers
- Customer retention
- Service level design
- Key account management
- Voice of the customer programmes
- Negotiation in sales
- Customer journey mapping
- Complaint handling
Who should attend
- branch managers
- sales managers
- sales representatives
- contact centre team leaders
- key account managers
