Course Description

This course covers the topics enhancing the skills of building and maintaining long-term customer relationships, handling difficult people, and overcoming barriers to customer satisfaction. It concentrates on how to define targets for superior customer service. Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively.
 

Course Goal

To enhance the participants’ knowledge, skills, and abilities necessary to achieve outstanding customer satisfaction.
 

Course Objectives

By the end of this course, participant will be able to

• Appreciation of the lifetime value of your customers with real figures pertaining to your organisation.
• Understand what customer satisfaction is all about and what the needs and requirements are of your customers.
• Have techniques and strategies to handle complaints effectively.
• Know the difference between “telling” and “selling” with features vs benefits.
• Learn techniques of how to get a WIN/WIN outcome with your customers.
• Have a framework to work with to anticipate your customers’ needs and to eradicate potential problems and complaints before they even happen.
• Build up trust and effortless rapport with your customers.
• Spot sales opportunities a lot quicker and clearer with the help of some proven strategies.

Who Can Benefit

• Sales people.
• Customer care teams.
• Sales and service advisors (phone or face to face).