Voice of the Customer Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into negotiation in sales, key account management and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, voice of the customer programmes and customer retention in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Bring voice of the customer programmes into line with current good practice
- Make a decision about customer retention without waiting for a specialist
- Put consultative selling on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Key account management
- Telephone and contact centre skills
- Voice of the customer programmes
- Customer retention
- Consultative selling
- Customer journey mapping
Who should attend
- client relationship managers
- service desk staff
- customer service managers
- contact centre team leaders
- sales representatives
