Customer Service (Sales & Marketing)

Course details

There is only one valid definition of business purpose: to create a customer

Modern day customers demand a high standard of competence and service. Their decision to invest and remain with your company is based on service. Good service is no longer good enough: Pursuing service excellence is the key.

Course Outline

Module 1

• What does Customer Service Mean?
• Keys to Customer Service
• Customer Wants & Needs
• Service Success Loop

Module 2

• Approaching the Customer
• Open & Closed Questions
• Meeting or Exceeding Customer Needs

Module 3

• Extraordinary Service Opportunities
• Product Knowledge (Features/Advantages/Benefits)
• Talkers & Walkers

Module 4

• Overcoming Objections

Module 5

• Customer says: "I demand better Quality"
• Customer says: "Make me feel at Home"

Module 6

• Customer says: "Don't Forget Me"
• Motivate Staff
• Customer says: "Develop Your Uniqueness"

Module 7

• Customer says: "Be Consistent"
• Dealing with Specific Customer Situations