Sales & Customer Service

Although many sales professionals would probably rather spend their precious time speaking with potential customers than sitting in a training session, the development of skills to maintain high quality customer relationships and to achieve win-win outcomes is essential for personal and organisational success.

Similarly, good customer service is the basis for sustained success - both profit making and not-for-profit, all organisations are accountable for their customers’ satisfaction. Whether the customer is external (purchasing/receiving products or services) or internal (dependent on colleagues for the provision of information or services), meeting the expectations of customers is key to survival. When there is customer loyalty, the customer retention rate is high and business results tend to follow. Conversely, dissatisfied customers often vote with their feet, telling eight to sixteen others by word of mouth about their dissatisfaction, and potentially thousands of others through the internet.

Individuals wishing to improve their sales or customer service skills are often interested in finding ways to:

• Quickly develop a strong professional rapport with their customers, no matter whether they like them or are like them
• Achieve win-win outcomes, even when a win-lose is tempting, or a lose-win seems inevitable
• Meet, exceed and manage their customers' expectations in relation to what they can realistically deliver
• Deal effectively with customers' objections, complaints, concerns and difficult behaviour
• Promote and protect the reputation of their organisation, whilst maintaining personal credibility.

Becoming effective in a sales or customer service role is not just about being helpful and attentive. It also involves the application of a range of inter-personal skills that are underpinned by a genuine respect for the customer and a desire to reach mutually acceptable outcomes. Without that, the interaction may become stilted and disingenuous - creating the opposite to the desired effect.

We offer a broad range of training topics and course titles in this category including:

• Customer Service
• Dealing With Difficult Customers
• Influencing Skills
• Negotiation Skills
• Presentation Skills
• Sales Skills
• Sales Process

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Please CONTACT US today - just give us a brief outline of what you're looking to achieve, the number of participants and the proposed location, and we'll get back to you shortly.