Customer Satisfaction as a Selling Tool
Training Benefits
- Understanding the need to be pro-active in customer care
- A personally developed script to approach customers regarding service levels
- Well rehearsed answers to complaints and compliments
- How to turn complaints and compliments into more business
Training Timetable
- 08:30 – 09:15 Registration & Course Objectives
- 09.15 – 10:00 What is Customer Care and Setting out Our Objectives (Looking at customer care through the eyes of the customer)
- 10:00 – 10.15 Coffee Break
- 10:15 – 11:00 What do we Need to Know Before Making Contact and Developing Questions
- 11:00 – 11:45 Objection Handling
- 11:45 – 12:00 Role Plays
- 12:00 – 13:00 Lunch Break
- 13:00 – 13:30 Role Plays (continued)
- 13:30 – 14:15 Customer Care Role Plays in Groups
- 14:15 – 15.00 Developing Best Practice
- 15:00 – 15.15 Coffee Break
- 15:15 – 16:00 Dealing with Complaints and Achieving Excellent Customer Care
- 16:00 – 16:45 Role Plays
16:45 – 17:00 Summary & Action Plans Agreed
The Training Suits
Anybody who works in a sales and customer care environment,