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Overview
It
is no secret that progressive companies must stay ahead of their
competitors by providing the very best in sustained customer management.
This encompasses more than just adding new CRM technology. Companies
need to become consistent and proactive about identifying their
customers’ expectations of them, analyzing how well they stack up
against those goals, and on delivering and meeting the customer’s
objectives with world class customer management practices.
This
course offers a real world look at what you need to know when
communicating with customers. This back to basics course will illustrate
how to achieve excellence in customer service delivery. It will also lay
the foundation for building a long-term service delivery plan.
Participants will also learn the art of relationship selling and be
introduced to the Bridge Selling system, a methodology that promotes
proven sales mechanics.
After completion of this workshop, participants will
be able to:
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Provide superior customer service and make every customer feel like
#1
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Define best practices in customer management
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Integrate culture, core values and beliefs into new world class
customer management directions
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Identify the customer and understand the expectations of both
internal and external customers
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Understand what makes your company different from the rest and how
it is used to promote the company
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Communicate effectively, both verbally and in writing, and
understand efficient telephone techniques including the use of voice
mail
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Identify and explore tips, tools and traits that will help you
develop personal and professional habits necessary to achieve sales
excellence
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Align proposals, products and services with customer requirements
and create a sales planning methodology
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Develop on the spot action plans to satisfy the customer and enhance
your problem solving skills
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Empathize and ask the right questions to identify the real problem
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Manage time under pressure
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Prioritize through corporate objectives and customer expectations
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Build and maintain customer relationships
Format
This
course is highly interactive and adaptive to participant’s interests and
needs. A discussion approach is used and is accompanied by individual
and team exercises.
Delivery Options  
Duration
2 Days/Online 12 hours
Who
Should Attend
Managers, supervisors and front-line staff responsible for providing,
managing and communicating service standards would benefit by taking
this course.
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