Description
SUITABLE FOR:
Customer Services Directors, Senior manager, Managers, Supervisors and employees dealing with different types of customers.
OBJECTIVES:
At the end of the course, delegates will have:
- Acquired the skills to increased sale, improved profitability and bigger market share from building long term customer relationships.
- Acquired the ability to deliver competitive advantage for your company
- Benefited from increased personal success, self-confidence and professionalism.
- Both the motivation and the advanced skill- set needed to apply the customer-focused framework.
SUMMARY:
Within a customer-focused culture, customer service teams need to deliver first class service at the front-line. In a pressurised environment they need to build a strong morale, a high sense of team spirit and feel supported by the internal service culture. The topics covered include:
- Promoting the quality image of the organisation
- Dealing with enquiries
- Understand the skills and various methods required for the effective communication with customers
- Dealing with difficult situations
- Successful handling of complaints
- Motivation – become customer oriented
- Customised benefit analysis related to a buyer’s needs
- Total value Analysis
- Case Studies
