Voice of the Customer for Non-Specialists
2 days|Delivered on request
Voice of the Customer for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through upselling and cross selling and complaint handling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with consultative selling, service level design and key account management in their own organisation.
What delegates leave able to do
- Make a decision about consultative selling without waiting for a specialist, measured against the Consumer Protection Act
- Spot where service level design is failing before it becomes a finding
- Review key account management and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Upselling and cross selling
- Complaint handling
- Consultative selling
- Service level design
- Key account management
- Voice of the customer programmes
- Proposal writing
Who should attend
- client relationship managers
- branch managers
- key account managers
- service desk staff
