Customer Recovery – by Phone

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Customers who have the intention to leave are pretty much ‘gone’ already. 
Therefore, you need to treat them as a new acquisition, and probably have to put in 
a lot more effort 
• When a customer plans on terminating the contract, it is usually due to previously 
ignored or insufficiently acknowledged series of complaints. Some of the causes can 
also be found in other departments, such as 
• The termination is usually a series of previously unrecognized and not sufficiently 
recognized and treated complaints. Some of the causes can also be found in a variety 
of departments (e.g. collections, customer service, billing)
• Employees often lack the appropriate techniques and skills in terms of sales and 
dealing with customer complaints

Learning Objectives:
• Analysing and updating the causes of customer dissatisfaction as well as customer 
motivation and need by using the Harvard negotiation method 
• Redefine the benefits of your own products from a customer’s point of view, thanks 
to targeted questioning techniques and the FAB formula 
• Utilising possible opportunities with regards to cross-selling and up-selling

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