Solutions: Courses: Outstanding Customer Service Skills
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  Introduction  
 

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

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 organization and another.

This course helps participants understand their role in this critical business function. It helps them to develop the attitude and knowledge they need to be confident with customers. And it equips them with a process and the communications skills to identify, meet and beat their customers’ expectations … so they can make a real difference to sales and customer loyalty.
 
  Outstanding Customer Service Skills  
 

Modules

Why Customer Service Always Matters

  • The Importance of Customer Service
  • Good versus Outstanding Service
  • Who is Your Customer?
Knowledge and Attitude
  • Knowing Your Business
  • Attitude!
The Service Skills
  • The “Sales through Service” Sequence
  • First Contact
  • Exploring Needs
  • Meeting Needs
 
 
 
 
 
 
 
 

Managers will:

  • Understand how customer service affects their business and how to evaluate the real and potential value of their typical customer.
  • Be able to differentiate between good and outstanding service, and understand how to use personal experience to deliver excellence.
  • Appreciate the nature and value of their relationships with their internal, external and potential customers.
  • Know how to describe the facts, features and benefits of products, promotions, and business systems.
  • Understand how a “customer first” attitude is their crucial competitive edge and how to keep it sharp.
  • Appreciate the aim of the “sales through service” process as well as how it works.
  • Understand how good first impressions positively affect customer relationships, and how acknowledgement, appearance and approach contribute.
  • Know how to use listening and questioning skills to draw out customers’ needs and how to tune in and respond appropriately.
  • Understand how to use knowledge, judgement and professional focus to match needs and deliver outstanding service.
  
 
 
 

 Management Training at our UK site.
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