Morning Session – Excellent customer service interactions
Define the role, responsibilities and behaviours of individuals to succeed in providing excellent customer service; Increase confidence to communicate with customers to ensure needs and expectations are identified and met; Promote products, services and gather information to enhance the customer experience.
Afternoon Session – Handling customer complaints and dealing with difficult situations.
Confidently and assertively handle customer complaints, genuinely caring about service and products that are provided; Identify and improve the essential skills to interact with customers using emotional intelligence techniques, rapport building; Distinguish between passive, aggressive and assertive behaviors for a “Win/Win” outcome.
Morning Session – Influencing and persuasion skills
Discovering how the decision-making process impacts on ability to influencing successfully; Recognise how to influence and persuade others without authority, managing positional and personal power in self and others; Take responsibility of what you can influence; Adapt and modify your personal behavioural style to connect with others.
Afternoon Session – Sales and selling techniques
Understand the value of the service and products to your customer; Effectively use the sales process to meet key performance indicators; Be proactive, assertive and motivated to match customer needs; Increase commercial awareness and how to craft conversations when faced with common issues.