Customer Service
IT’S TIME TO START
YOUR ADVENTURE WITH US…
Without a sale, you don’t have a business!
Why Sales Training
Is Important
When you invest in our sales systems you are investing in a sales training and consulting partner. Our focus is on immediate sales and long-term sustainable change through learned ‘best of business and sales practices and behaviours’ for sales people and executives alike. This is what we strive for at All About Sales. It is a simple vision and at its heart is a belief that learning and development in business should be interactive, enjoyable and relevant at all times, so that as an experience it is practical, memorable and most importantly, useful.
It is what people do differently after working with us that counts.
Customer Service
Course Objectives:
- The importance of service excellence
- Customer expectations
- Why do we have to be exceptional?
- What gets noticed as exceptional service?
- Interdependency of internal customers – we all impact on service
- Customer expectations
- Examples of excellent and poor customer service
Examples of excellent and poor customer service
- Understanding that standards and customers’ expectations are continuously rising
- Telephone v face-to-face communication – understanding the different skills necessary for both types of interaction with customers
- Ensuring ‘positive intent’ with every call
- Analysing and showing understanding of the customer’s real issues/needs
- Listening skills – identifying the barriers to listening
- Conveying sincerity, interest, enthusiasm, etc in every call
Opportunities to Differentiate
- Identifying the points at which customers judge your service ‘Opportunities to Differentiate’
- Setting Service Standards at every opportunity
- Dealing effectively with difficult situations
- Remaining calm and composed under pressure
- Positive v negative phraseology in dealing with personalities and Individual Action Plan
Dealing with difficult situations
- Dealing effectively with difficult situations
- Remaining calm and composed under pressure
- Positive v negative phraseology in dealing with personalities and awkward situations
