Customer Service and Consulting
Customer service is one of the most important aspects of any business. A potential customer's perception of any company is founded on how the front line staff handle the initial moment of contact. A focused awareness of the customer's expectations, brought about by the use of highly developed communication skills, will lead to a more profitable relationship, satisfactory to both your company and your client. This course offers a series of ready to deliver topics covering the basics of serving customers and consultative selling. The consultative approach combines interpersonal skills with expertise in product, service and support to provide a professional, relevant and personalised service. This course covers:
Consulting Skills and Handling Complaints
25 minutes of learning covering the following topics:
- Introduction to the Consultative Approach
- Approach, Solutions, Perceptions and Importance
- Handling Customer Complaints
- Introduction to Handling Customer Complaints
- Customer Complaint Process
- Identify and Acknowledge the Complaint
- Investigate the Complaint
- Develop Solutions
- Respond
- Follow-up
Knowledge and Networks
20 minutes of learning covering the following topics:
- Developing Expertise
- Your Products
- Company Services
- Industry and the Industries You Serve
- Building a Network and Partnering with Customers
Communication Skills
55 minutes of learning covering the following topics:
- Introduction to Listening Skills
- Impediments to Effective Listening – Comparison, Mind-
- Reading, Filtering, Judging, Debating and Placating
- Active Listening, Summarising and Reflecting
- Questioning Skills
- Building Trust
- Telephone Skills
- Voicemail
- Answering the Phone
Consultative Selling
45 minutes of learning covering the following topics:
- The Importance of the Sales Process
- The Consultative Selling Process
- Finding and Qualifying Prospects
- Determining Need
- Book an appointment
- Conducting Effective Customer Meetings
- Writing Proposals
- Table of Contents
- Executive Overview
- The Need
- The Solution and Schedule
- Budget
- Conclusion and Qualifications
- Negotiating and Closing
- Follow-up and Selling the Next Increment
This e-learning course is suitable for self paced learning, distance learning and blended learning. This is an online training course and uses high quality multimedia with audio to fully engage the user.
Course Price
€ per individual.
If you require this training for larger numbers of employees please contact us directly for a quote.
