Customer Service & Sales
Your customers may not love you if your service is poor, but your competitors will!
Day by day, your customer-facing employees are deciding your future. Every customer interaction they have is shaping the external perception of your organisation – for better or worse. Your customers may not love you if you give bad service, but your competitors will!
Your customers have never had so much choice on who to deal with, and it’s only through switched-on and capable people that you will deliver on your organisation’s promises.
Our accessible bite-sized sessions provide the essential skills, knowledge and understanding needed, not only to present and preserve an excellent reputation, but to shine and go that extra mile.
With a maximum of 20 participants and founded on practical tried and tested techniques, these hugely interactive and fun sessions deliver a real step-change in the confidence, awareness and performance of all your sales and service people.
“Even after the first customer service module, I could see my team were obviously taking more control of the situations they were handling. My door is always open, but I’m now getting far fewer problems coming through it!”
Our 90 minute training sessions
Customer Service
Service & You An introductory session to establish a baseline for the other service modules
- So… what’s in it for you?
- Your customers’ needs, wants & expectations?
- Material v personal service
- The lifetime value of your customers
- Personal service strengths & opportunities
Face-to-Face Service Skills – 1
Learn how to create a great first impression and connect with your customers
- First impressions
- Welcoming your customers – the 6 essentials
- Positive communication and body language
- Connecting with your customers
- Skills practice
Face-to-Face Service Skills – 2
Learn how to recognise, build rapport and relate to different customer types
- Being attentive – ostrich or meerkat?
- Building rapport quickly with your customers
- Listening and questioning skills
- Recognising and responding to customer types
- Skills practice
Telephone Service Skills – 1
Learn how to confidently handle telephone contact with your customers
- The 8 great telephone hates
- Powerful greetings and closings
- Handling calls – on hold; transferring; signposting
- W.A.R.M. – taking control of your calls
- Skills practice
Telephone Service Skills – 2
Learn how to communicate professionally with your customers over the phone
- Your telephone voice personality
- Voice mirroring
- Using positive language
- Handling the different types of caller
- Skills practice
Difficult/Complaining Customers
Learn how to handle unhappy customers – both face-to-face and over the phone
- Beware the silent customer!
- Top reasons why customers complain
- The ‘FIRSTCLASS’ approach to resolving issues
- Remaining composed and confident
- Skills practice
Winning & Keeping Customers
Learn how to be the kind of person customers like to buy from
- Something to think about!
- The greatest business secret in the world
- The ‘better than selling’ principle
- The only 2 things customers ever buy
- 5 sure-fire ways to keep them coming back
Handling the ‘Moments of Truth’
Learn how to positively influence those critical points of customer contact
- What shapes your customer’s expectations?
- The 4P’s of the customer experience
- Mapping your customer’s journey
- Defining the critical moments of truth
- Identifying practical actions
Internal Service & Teamwork
Learn how to work together as a team to deliver service excellence
- Teamwork – the internal service chain
- The good, the bad and the best
- The 3C’s of internal service
- Your service roadblocks
- Identifying service improvements
The Customer Service Game
An interactive team-based exercise to either introduce or review the key service principles covered in these sessions
- Introducing the session
- Playing the customer service game in teams
- Overcoming the common service pitfalls
- Highlighting and sharing best practice tips
- Identifying next steps
Managing for Service
Learn how to lead and develop your team to deliver service excellence
- Your role as a service leader
- Defining service standards
- Are you easy to do business with (ETDBW)?
- Coaching and empowering your people
- Recognising and rewarding success
Recruiting for Service
Learn how to identify and select customer service stars
- The DNA of a great service provider?
- Preparation – defining what you need
- Questions to reveal service excellence
- Assessing candidate capability and potential
- Interview practice
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Sales
Successful Face-to-Face Selling Learn how to drive sales by delivering great service to your customers
- The C.L.O.S.E. technique
- Questioning – customer needs and wants
- Talking benefits not features
- Add-on sales and service opportunities
- Developing your product knowledge
Opening Outbound Sales Call
Learn how to get through to key decision makers and present a positive first impression
- Getting past Gatekeepers and voicemail
- 4 steps to making a positive first impression
- Do’s and don’ts of opening a sales call
- The ‘hook’ – gain attention; get to the next stage
- Skills practice
Establishing Customer Needs
Learn how to identify real customer needs through effective questioning and listening
- Questioning style
- 6 approaches to questioning technique
- Qualifying and confirming customer interest
- Active listening skills
- Skills practice
Presenting Your Product/Service
Learn how to personalise your sales pitch and match customer needs with the right information about your product or service
- Using positive language
- Features tell, benefits sell
- Using emotive words in your sales pitch
- Personalising your pitch to the customer
- Skills practice
Handling Objections
Learn how to recognise, manage and move on from sales objections and concerns
- What is an objection and why do they occur?
- Do’s and don’ts of dealing with objections
- 4 steps to managing objections confidently
- Typical objections and potential answers
- Skills practice
Maximising Inbound Sales Calls
Learn how to turn inbound enquiries into sales
- Greeting the caller positively
- Asking the right questions
- Giving information that ‘sells’
- Asking for the business
- Skills practice
Account Management
Learn how to grow your business from within your existing account base
- How do you manage existing accounts?
- Potential added-value opportunities
- Time management and prioritisation
- Reasons to call or visit existing customers
- Conducting an account review
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