Customer Service (Sales & Marketing)

Customer Service (Sales & Marketing)

Overview

“There is only one valid definition of business purpose: to create a customer!”

Modern day customers demand a high standard of competence and service. Their decision to invest and remain with your company is based on service. Good service is no longer good enough: Pursuing service excellence is the key.

Course Outline

This course consists of 7 modules
Module 1What does Customer Service Mean?
Keys to Customer Service
Customer Wants & Needs
Service Success Loop
Module 2Approaching the Customer
Open & Closed Questions
Meeting or Exceeding Customer Needs
Module 3Extraordinary Service Opportunities
Product Knowledge (Features/Advantages/Benefits)
Talkers & Walkers
Module 4Overcoming Objections
Module 5Customer says: “I demand better Quality”
Customer says: “Make me feel at Home”
Module 6Customer says: “Don’t Forget Me”
Motivate Staff
Customer says: “Develop Your Uniqueness”
Module 7Customer says: “Be Consistent”
Dealing with Specific Customer Situations

Customer Service

Who should attend?

Everyone who deals with customers both telephonically and face-to-face.

Course Prerequisite

None.

Duration

1 Day

Cost

R1 595,00 (excl. VAT)

Includes

  • Comprehensive Manual
  • Lunch & Refreshments (not applicable to on-site training)
  • Electronic Certificate (on successful completion of the course)
  • Electronic Trainer Feedback Report
  • Electronic Delegate Feedback Questionnaire
Download Course Information

Customer Service

Course Schedule

View the available course dates