Customer Service Excellence

To take customer service people to the next level of performance, building their confidence to influence customers daily.  After all, in most businesses they speak to customers more than anyone else. 

Customer Service Teams can add real value to your business through up-selling, outbound calling, charging for extras, selling old stock, managing small accounts, selling new products and appointment making, to name just a few potential areas for growth.

Objectives/Outcomes

  • Improve customer experience and focus, leading to increased sales.
  • Build the team’s communication and persuasion skills.
  • Develop a structured and more professional approach to adding value to the business.
  • Focus on account development and not just account administration.
  • Build Action Plans to follow up and drive results improvement.

Who should attend?

Anyone in a Customer Service, Internal Sales or Telesales role and, of course, their managers or team leaders will benefit from this course.  Specific skills that require improvement can be built into the programme to ensure that current business challenges are met.

Take your first steps for better Business Development

Professional Customer Service

  • World Class customer service – what does it look like?
  • What am I paid to achieve?
  • Attributes required for success in customer service
  • The power of 1% – every little helps
  • The one team approach to selling
  • The customer ordering process and cycle
  • What impact can I have on customers?
  • 10 great things about your business
  • Clearly defined account and telephone call objectives
  • Letting the customer have their own way
  • How can you improve your own performance?

SALSA® Structured Persuasion process

“Seek first to understand, before you seek to be understood.”

 

Source the decision maker

Ask open questions to define customer requirements

Listen actively to elicit information

Sell our solution 

Acceptance of solution – Closing

 

Handling objections and price objections

Charging for changes 

Price conditioning customers

Buying signals and closing techniques

Personal Skills Development

  • The Communication Triangle – Customer, Sales, Manufacturing
  • The relationship between internal and external sales
  • The Funnel Questioning technique
  • Making things happen – FAST
  • Getting it right first time
  • Under-promise and over-deliver
  • Handling difficult customers
  • Up-selling, Range selling and Switch selling
  • Following up on quotes and opportunities
  • Selling, not giving away extras and add on’s
  • How to approach different Personality types
  • Setting personal targets and objectives
  • Setting SMAC objectives via Action Plans

Download our essential Whitepapers.

Negotiating For Profit

Selling revolves around one key concept – persuasion. Negotiating can be looked at as a problem solving process in which the needs of both parties will be in part accommodated in the outcome.

New Business Development

One of the biggest challenges facing businesses today is finding new business, in addition to holding on to existing customers. Most businesses lose on average 10% of customers each year so a consistent flow of profitable business coming in is essential..

Value Selling

Successful sales people never lose sight of the main focus which is to sell in order to increase revenue. But, as the saying goes “you cannot put the same shoe on every foot”. The Value Selling process emphasises the importance of listening to your client before trying to offer a solution.

Want to speak to an Expert?

If you would like any further information, please do get in touch via the “Get in Touch”
button below or please see the Contact page for our details.

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