Voice of the Customer Reporting and Analytics
3 days|Delivered on request
Voice of the Customer Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through voice of the customer programmes and telephone and contact centre skills and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with negotiation in sales, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of negotiation in sales rather than escalating it, measured against consultative selling methodology
- Make a decision about customer journey mapping without waiting for a specialist
- Put needs analysis on a footing they can defend to a reviewer
- Spot where sales forecasting is failing before it becomes a finding
What the course covers
- Voice of the customer programmes
- Telephone and contact centre skills
- Negotiation in sales
- Customer journey mapping
- Needs analysis
- Sales forecasting
- Service standards
Who should attend
- service desk staff
- key account managers
- sales representatives
- branch managers
