Back to Search Results

Training Course Summary:

This practical and interactive course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.

Who Should Attend:

Anyone working in a customer-facing role that wishes to improve their performance when dealing with customers.

Training Course Overview/Content:

How to handle objections
Understand the importance of customer care in a sales environment
How to handle complaints in a positive way

09:30 - 10:00 Coffee & Introduction

10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies?

(An exercise to discover delegates' personal experience of poor service and to make sure they do not treat their customers in the same way.)

10:30 - 11:15 Customer Care
(Ways of improving relationships with customers)

11:15 - 11:30 Coffee Break

11:30 - 12:30 Incoming Calls - The Basics
(First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

12:30 - 12:45 General Discussion and Questions

12:45 - 14:00 Lunch Break.

14:00 - 14:45 Task 2: What Are Our Customers' Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.

14:45 - 15:30 Handling Objections
(Pre-handling Objections, Dealing with The Price Objection Effectively)

15:30 - 16:30 Effective Customer Care Letter Writing
(Dealing with complaints. enquiries and existing customers.)

16:30 Summary & Action Plans Agreed