Customer Service Seminar
If you are not looking after your customers properly, I can assure you someone else will be….
Keeping your customers happy and continually buying from you should be the aim of every organisation. The lifetime value of your customer should be your primary concern. “It is the difference that will make the difference”.
The Content:
- Identify good and bad customer service behavior.
- Identify the five stages needed to build rapport
- Obtain from customers a clear understanding of their expectations
- Recognise and use techniques such as matching, pacing and signalling to control the call.
- Use effective questioning techniques to clarify customer requirements and expectations
- Demonstrate the importance of taking responsibility to achieve customer satisfaction
- Identify your preferred behaviours when communicating
- Handle challenging callers calmly and confidently
- Demonstrate how you will reassure customers that their needs will be satisfied
The Benefits:
- You will learn the appreciation of the lifetime value of your customers with real figures pertaining to your organisation
- You will understand what customer satisfaction is all about and what the needs and requirements are of your customers
- You will have techniques and strategies to handle complaints effectively
- You will know the difference between "telling" and "selling" with features v benefits
- You will learn techniques of how to get a WIN WIN outcome with your customers
- You will have a framework to work with to anticipate your customers needs and to eradicate potential problems and complaints before they even happen
- You will be able to build up trust and effortless rapport with your customers
- You will be able to spot sales opportunities a lot quicker and clearer with the help of some proven strategies
The Who:
- Any member of staff who has interaction with your customers
- Sales people
- Customer care teams
- Sales and service advisors (phone or face to face)
The When, Where & How Much:
- Monthly
- 44Two Club
- £155-00
Contact:
Sarah@ashlawrence.co.uk. Or 01634 669169.
These are small personal groups of 20 people and held monthly.
