Voice of the Customer for Small and Medium Enterprises
3 days|Delivered on request
Voice of the Customer for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including key account management, voice of the customer programmes and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with consultative selling, pipeline management and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Bring consultative selling into line with current good practice, measured against the Consumer Protection Act
- Make a decision about pipeline management without waiting for a specialist
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Spot where upselling and cross selling is failing before it becomes a finding
What the course covers
- Key account management
- Voice of the customer programmes
- Consultative selling
- Pipeline management
- Telephone and contact centre skills
- Upselling and cross selling
- Proposal writing
Who should attend
- service desk staff
- customer service managers
- sales representatives
- sales managers
