Sales Through Service - Increase sales and customer loyalty by providing outstanding service.

Not every encounter with a customer follows a smooth path. There are some customers who have cause to complain and to be angry. And there are some customers who test the skills of the most dedicated service provider. These challenges are really opportunities for the organization to exceed expectations and create customers for life.

This course helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides students with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips students with a process to help them meet the needs of the most challenging customer.

Participants will:

• Understand why customers complain and why complaints should be welcomed.
• Be able to describe a 6-step process they can follow to help a customer resolve a complaint.
• Understand typical Parent / Adult / Child behaviours and the strategies that keep things on an adult basis.
• Understand the additional communications skills they need to manage a customer’s anger as they go through the 6-step process.
• Understand why a customer may be shy about expressing their needs and know how to help them get what they want.
• Understand how to help an undecided customer to a decision.
• Understand how to deal with rude customers.
• Understand how to educate a customer and create additional customer loyalty in the process.
• Understand how to deal with a customer who isn’t right, but is the customer…and, with skill, will be in the future!