Successful Customer Excellence
COURSE OVERVIEW
In business it is very often the technical expert who becomes the sales consultant. Usually no-one knows or understands the company’s products better than they do.
But selling is a whole new ball game! Suddenly interpersonal skills, relationship building, the art of persuasion, delivering compelling presentations and selling itself constitute part of the new skill set required.
So if you or someone in your team needs to bridge the gap between being a specialist and a successful salesperson, AstroTech is offering a course on “Bridging the Gap: From Technical Person to Successful Salesperson.”
Providing excellent customer service is proving to be the key to business differentiation. Both your internal and external customers are equally important. Every organization needs the competitive advantage of quality service to survive in our tough business environment.
The way you maintain your customers will have a direct impact on the individual’s performance, as well as team excellence and the entire company’s achievements. To assist organizations in focusing on the value of customer satisfaction in business success, AstroTech offers a training programme called “Successful Customer Excellence”.
The course includes the following key topics:
TOPICS
- Identifying causes of service breakdowns Differentiate between material and personal service.
- Balancing customer perceptions and expectations by applying the five attributes to service excellence.
- Focusing on internal and external customers Developing and implementing a service strategy.
- The importance of setting standards of performance and behaviour in providing consistent service excellence.
- Understanding communication barriers.
- Differentiate between different communication situations and use the appropriate communication technique accordingly.
- Improving service performance on the telephone.
- Create and manage positive relationships on the telphone by applying the five dimensions of customer service.
- Handling difficult customers effectively Managing conflict situations.
- Understand the importance of and be able to handle customer complaints by applying the rules to “behaviour breeds behaviour”.
- Developing teamwork in the work environment.
- The importance of image to overall personal and professional success.
- Why developing a professional business image is important for customer excellence.
- Identifying obstacles to positive image.
- Identifying sources of stress and their impact on customer excellence Developing coping techniques.
- Understanding the time management matrix and how it can improve customer excellence.
- Practical guidelines for maintaining service excellence.
And much more!
WHO SHOULD ATTEND
- Specialists who have developed into a sales position
- Engineers, technicians and other technical staff who have developed into a sales position
- Professionals who want to grow their business/practice and sell their services to new and existing customers
- Anyone else wanting to develop their sales skills
OUTCOMES
- Gain an understanding of the sales process & learn how to become a champion sales person
- Understand how to deal with people more effectively
- Learn how to develop and maintain relationships and still close the sale
- Learn how to get the balance right between providing technical detail and functional information
TRAINING CHANNELS:
Choose your preferred training type/method of delivery below.
IN-HOUSE TRAINING
We come to you!
ON DEMAND TRAINING
Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.