Voice of the Customer in the Public Sector
3 days|Delivered on request
Voice of the Customer in the Public Sector takes the discipline and works it through the constraints of this operating context, including service standards, needs analysis 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 complaint handling, customer retention and proposal writing in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against consultative selling methodology
- Review customer retention and say plainly whether it is working
- Improve proposal writing within their own organisation
- Bring consultative selling into line with current good practice
What the course covers
- Service standards
- Needs analysis
- Complaint handling
- Customer retention
- Proposal writing
- Consultative selling
- Negotiation in sales
Who should attend
- sales representatives
- key account managers
- service desk staff
- contact centre team leaders
