Training Programmes - Selling Suite

The first (and lasting) impression many customers form of your organisation is provided by the person with whom they first come into contact. The responsibility for that and many subsequent vital contacts may well lie with some of your least well-trained staff. It is essential that every customer contact at every level is handled in a professional way. Through interactive tutorials and role-play this one day course develops higher self awareness of the participants' communication style, both over the telephone and in face to face situations. Through coaching, the participant develops more self confidence and so moves from a reactive-passive role into a more dynamic pro-active response to difficult situations.

 

Customer Service  Agents (contact centre), reception, administration, sales support, counter and delivery staff, or anyone who needs to become more effective with customers will benefit from this course. All staff who may be involved in direct customer contact at any level.

 

After attending this course, participants will have the ability to:

• Recognise opportunities arising from customer contacts and respond accordingly 

• Establish effective customer communications by the use of rapport building techniques and the application of empathy 

• Understand how to control a customer interaction ( face to face / telephone call ) using questioning techniques and effective communication skills to bring the call to a positive conclusion 

• Handle difficult situations with confidence and integrity to maintain customer relationships 

• Understand the difference between assertive and aggressive behaviour 

• Up sell / cross sell existing customers where appropriate

 

Programme Content

 

Your role and responsibilities


Who is the customer?


Whose customer is it?


The customer always comes first


The importance and potential of customers


You are the company!

 

How to interpret customer behaviour


Putting yourself in the customer’s position

Customer positions: The role of perceptual biases

Profiling the communications style of the customer

 

The “Moment of Truth” Principle

Understanding the power of language


How to ask for information


Effective questioning techniques


Effective E-mail communication

Concept of perceived control

 

Assertiveness & Professionalism


How to be assertive not aggressive


Transmitting a 'can-do' attitude


Dealing with abrupt customers

 

Developing pro-active behaviour


Going further than expected

Following Up

Why you should never give promises you cannot keep


Developing a call back strategy


Why post-call administration is vital 


 

Staying professional under pressure


Owning the customer’s problem


Why listening is just as important as talking


How to turn a complaint into an opportunity to develop an advocate

Handling hostility & conflict

 

Monitoring attitude, does it show


Managing the highs and lows


Putting a bad day into perspective

 

*Addidional module for Telephone Agents

 

Principles of communicating by telephone 

Creating a good first impressions 

Using your voice professionally 

Answering incoming calls 

Transferring calls 

Outgoing calls 

Putting on hold 

Structuring calls

Bring calls to a conclusion

 

• This syllabus of this programme is  FETAC friendly 

• Programme content and duration can be tailored for company circumstances

• It can also be adjusted for inbound or customer service via the telephone or face to face

• A workbook & handouts support programme