Customer Satisfaction as a Selling Tool
Course Code: MPDCSST
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
This customer satisfaction as a selling tool course is for those who wish to manage high levels of customer care through their teams. Delegates will learn how to be pro-active with customer care and directly contact clients to ensure they are experiencing high levels of customer care. This will help identify satisfied and, more importantly, dissatisfied clients.
Prerequisites
Anybody who works in a sales environment. Anybody who works in a customer care environment.
Delegates will learn how to
- 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
Course Outline
- What is Customer Care and Setting out OurObjectives (Looking at customer care through the eyes of the customer)
- What do we Need to Know Before Making Contact and Developing Questions
- Objection Handling
- Role Plays
- Customer Care Role Plays in Groups
- Developing Best Practice
- Dealing with Complaints and Achieving Excellent Customer Care
- Summary & Action Plans Agreed