Rationale:
One of the key ingredients for success in a competitive business environment is the ability to provide internal and external customer service. Customer service is at the heart of growth and potential of every organisation.
In addition, businesses that have the philosophy that everyone is a salesperson, a representative of the organisational vision, invariably have the leading edge over their competitors.
Understanding the basics of the sales process and the nature in which opportunities are presented enable us to see our roles as more than just customer service people. Utilising every opportunity to engage and understand the customer, contributes to fulfilling their needs and in turn creating growth for the business.
This course is designed to cover all customer relations, service concepts and basic sales skills needed to encourage every member of your organisation to be highly effective in all Customer Service/Sales approaches and procedures.
This course will establish and reinforce the importance of the individual roles, building a positive attitude towards being a vital part of your organisation’s success in providing Customer Service whilst taking full advantage of the opportunities that present themselves to offer your products and services thus providing the total solution to the customer at all times.
Who will benefit?
To create a proactive customer focused culture, we recommend that everyone within your organisation should have formal training in the development of Customer Service/Sales Skills.
In particular those who are responsible for internal or external customers; Management, Sales Staff, Clerical Staff, Accounts Staff, Reception Staff, call centre, day to day planning, as well as giving you some tips for dealing with popular time management issues.
What Is the Duration?
In-house: We tailor to your needs whether it be a 2 hour presentation, half or full day training or a long term program – it’s your choice.
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Module One:
The Understanding
This module is designed to establish a clear understanding of customer service and why it is so important to the success of any organisation. It gives a detailed understanding of the essential components of customer service and how they impact and benefit the work place.
_What is Customer Service?
_Understanding Concepts of Perception and Expectations
_Why is Customer Service so Important & who provides it?
_Internal & External Customer Service
_Understanding Your Organisation
_Essential Qualities of Customer Service
_Your Organisations Area of Expertise and Image
_How Important is Your Role
Module Two:
The Person
This module looks at the disciplines and attitude required for the implementation of customer service from an individual perspective. It shows how the individual benefits from being customer service focused.
_Your Attitude to Customer Service
_Self – Presentation
_Preparing for Customer Service
_Creative Customer Service
Module Three:
The Process
This module takes a detailed look at all of the key competencies required in providing customer service and shows how it is possible to exceed customer expectations through using these competencies.
_Customer Behavioural Styles
_Understanding Customers Needs
_Dealing with Difficult Customers
_Steps to Handling Customer Complaints
_Encouraging Repeat Business
_Taking Responsibility for Customer Service
Module Four:
Developing Essential Communication Skills
This module covers the essential communication skills required to be
effective at selling and achieving consistent results.
_Effective Listening & Questioning Skills
_Non-verbal Communication
Module Five:
Implementing the Sales Process
During this module participants will learn how to implement a sales process that will enable them to build stronger business relationships.
_Establishing Rapport and Understanding
_Identifying Needs
_Matching Features and Benefit to Established needs
_Presenting the Benefits
_Dealing with the Differences Gaining the Commitment
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