CUSTOMER SERVICE & SALES

TRAINING SESSIONS

Service & You


Service & You An introductory session to establish a baseline for the other service modules.

  • So… what’s in it for you?
  • Your customers’ needs, wants & expectations?
  • Material v personal service
  • The lifetime value of your customers
  • Personal service strengths & opportunities




Telephone Service Skills - 1


Telephone Service Skills – 1 Learn how to confidently handle telephone contact with your customers.

  • The 8 great telephone hates
  • Powerful greetings and closings
  • Handling calls – on hold; transferring; signposting
  • W.A.R.M. – taking control of your calls
  • Skills practice




The Customer Service Game


The Customer Service Game An interactive team-based exercise to either introduce or review the key service principles covered in these sessions.

  • Introducing the session
  • Playing the customer service game in teams
  • Overcoming the common service pitfalls
  • Highlighting and sharing best practice tips
  • Identifying next steps




Winning & Keeping Customers


Winning & Keeping Customers Learn how to be the kind of person customers like to buy from.

  • Something to think about!
  • The greatest business secret in the world
  • The ‘better than selling’ principle
  • The only 2 things customers ever buy
  • 5 sure-fire ways to keep them coming back





Face-to-Face Service Skills - 1


Face – to – Face Service Skills – 1 Learn how to create a great first impression and connect with your Customers

  • First impressions
  • Welcoming your customers – the 6 essentials
  • Positive communication and body language
  • Connecting with your customers
  • Skills practice




Telephone Service Skills - 2


Telephone Service Skills – 2 Learn how to communicate professionally with your customers over the phone.

  • Your telephone voice personality
  • Voice mirroring
  • Using positive language
  • Handling the different types of caller
  • Skills practice




Managing for Service


Managing for Service Learn how to lead and develop your team to deliver service excellence.

  • Your role as a service leader
  • Defining service standards
  • Are you easy to do business with (ETDBW)?
  • Coaching and empowering your people
  • Recognising and rewarding success




Handling the 'Moments of Truth'


Handling the ‘Moments of Truth’ Learn how to positively influence those critical points of customer contact.

  • What shapes your customer’s expectations?
  • The 4P’s of the customer experience
  • Mapping your customer’s journey
  • Defining the critical moments of truth
  • Identifying practical actions





Face-to-Face Service Skills - 1


Face – to – Face Service Skills – 1 Learn how to create a great first impression and connect with your Customers

  • First impressions
  • Welcoming your customers – the 6 essentials
  • Positive communication and body language
  • Connecting with your customers
  • Skills practice




Telephone Service Skills - 2


Telephone Service Skills – 2 Learn how to communicate professionally with your customers over the phone.

  • Your telephone voice personality
  • Voice mirroring
  • Using positive language
  • Handling the different types of caller
  • Skills practice




Managing for Service


Managing for Service Learn how to lead and develop your team to deliver service excellence.

  • Your role as a service leader
  • Defining service standards
  • Are you easy to do business with (ETDBW)?
  • Coaching and empowering your people
  • Recognising and rewarding success




Handling the 'Moments of Truth'


Handling the ‘Moments of Truth’ Learn how to positively influence those critical points of customer contact.

  • What shapes your customer’s expectations?
  • The 4P’s of the customer experience
  • Mapping your customer’s journey
  • Defining the critical moments of truth
  • Identifying practical actions





Sales

Establishing Customer Needs


Establishing Customer Needs Learn how to identify real customer needs through effective questioning and listening.

  • Questioning style
  • 6 approaches to questioning technique
  • Qualifying and confirming customer interest
  • Active listening skills
  • Skills practice




Sell More Using Psychology


Sell More Using Psychology Learn how to apply powerful secrets of psychology to boost your sales performance…

  • The ‘secret’ to helping customers say “yes”
  • Converting more sales using psychology
  • 7 powerful techniques in action
  • Applying these principles to your business
  • Identifying next steps




Maximising Inbound Sales Calls


Maximising Inbound Sales Calls Learn how to turn inbound enquiries into sales.

  • Greeting the caller positively
  • Asking the right questions
  • Giving information that ‘sells’
  • Asking for the business
  • Skills practice




Customer Segmentation and Prioritisation


Customer Segmentation and Prioritisation Learn how to segment and prioritise your customers to maximise your win/loss ratio

  • Increase your understanding of key clients and their needs
  • Prioritise your target groups and understand where the greatest potential lies
  • Calculating Customer Value
  • Skills Practice -Create a 4 box grid model for your own customers
  • Understanding Customer Profiles, Needs and Behaviours





Service & You


Service & You An introductory session to establish a baseline for the other service modules.

  • So… what’s in it for you?
  • Your customers’ needs, wants & expectations?
  • Material v personal service
  • The lifetime value of your customers
  • Personal service strengths & opportunities




Telephone Service Skills - 1


Telephone Service Skills – 1 Learn how to confidently handle telephone contact with your customers.

  • The 8 great telephone hates
  • Powerful greetings and closings
  • Handling calls – on hold; transferring; signposting
  • W.A.R.M. – taking control of your calls
  • Skills practice




The Customer Service Game


The Customer Service Game An interactive team-based exercise to either introduce or review the key service principles covered in these sessions.

  • Introducing the session
  • Playing the customer service game in teams
  • Overcoming the common service pitfalls
  • Highlighting and sharing best practice tips
  • Identifying next steps




Winning & Keeping Customers


Winning & Keeping Customers Learn how to be the kind of person customers like to buy from.

  • Something to think about!
  • The greatest business secret in the world
  • The ‘better than selling’ principle
  • The only 2 things customers ever buy
  • 5 sure-fire ways to keep them coming back





Establishing Customer Needs


Establishing Customer Needs Learn how to identify real customer needs through effective questioning and listening.

  • Questioning style
  • 6 approaches to questioning technique
  • Qualifying and confirming customer interest
  • Active listening skills
  • Skills practice




Sell More Using Psychology


Sell More Using Psychology Learn how to apply powerful secrets of psychology to boost your sales performance…

  • The ‘secret’ to helping customers say “yes”
  • Converting more sales using psychology
  • 7 powerful techniques in action
  • Applying these principles to your business
  • Identifying next steps




Maximising Inbound Sales Calls


Maximising Inbound Sales Calls Learn how to turn inbound enquiries into sales.

  • Greeting the caller positively
  • Asking the right questions
  • Giving information that ‘sells’
  • Asking for the business
  • Skills practice




Customer Segmentation and Prioritisation


Customer Segmentation and Prioritisation Learn how to segment and prioritise your customers to maximise your win/loss ratio

  • Increase your understanding of key clients and their needs
  • Prioritise your target groups and understand where the greatest potential lies
  • Calculating Customer Value
  • Skills Practice -Create a 4 box grid model for your own customers
  • Understanding Customer Profiles, Needs and Behaviours





Digital Learning Guides

 

Participants receive a high-quality and comprehensive learning guide to support and reinforce each 90 minute course.

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