Customer Service (Sales & Marketing)

“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.

Duration: 1 Day
Who should attend? Everyone who deals with customers both telephonically and face-to-face
Course Prerequisite: None

Course Outline

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

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Course Schedule

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