Online and DVD Customer Service Training Courses

In a climate where so many products and services are similar to each other – where margins are getting tighter and competition more intense – it’s impossible to exaggerate the importance of excellent customer service. It is often the only difference between one organisation and another.

Sales through Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyse what the customer wants and needs by combining active listening and effective questioning...so they can make a real difference to sales.

COURSE TOPICS

Module 1 (30 mins) Sales Through Service Skills
The Sales through Service Sequence
First Contact

Module 2 (48 mins) Sales Through Service Skills
Exploring Needs
Meeting Needs

KEY LEARNING OUTCOMES

Once students have completed this programme, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:

• Follow the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal, and take the extra step.
• Make a good first impression and understand why it’s so important. A good first impression is a combination of appearance, acknowledgement, attitude and approach.
• Analyse what the customer wants and needs by combining active listening and effective questioning.
• Use knowledge, judgement, focus and communications skills to match the customer’s needs and deliver outstanding service.

SPECIAL FEATURES

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.

WORKSHOP SESSIONS

Introduction Session
This session introduces the workshop day and gives the participants the opportunity to get to know each other and become familiar with what they’ll cover.

Service Skills: First Contact
This session gives the trainer the opportunity to help participants understand what they specifically need to do to build customer relationships within the context of the organisation.

Exploring Needs
This session gives participants practice in the communication skills introduced in the pre-work. The session is broken into 4 activities so it can be shortened or delivered in separate sessions. Participants get the chance to identify questions and use the questioning funnel. They will see why “listening” sounds easy, but can be difficult. All the individual skills are put into action in a final exercise. The Kindest Cut case study shows questioning (good and bad) in action and participants are asked to identify what they observe.

Meeting Needs
This session gives participants practice in applying their product knowledge. Participants will use their product knowledge to tailor the product/service to the customer and to increase desire to buy or trust the organisation. They will also use their judgement to provide advice, recommendations and suggestions along with practising managing objections.