Sales Training Workshops
High-Impact Customer Service
A one-day skill-building course for customer service representatives, service technicians and customer technical workers who want to increase customer satisfaction, customer loyalty, and sales.
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When your customers call looking for solutions to their problems, who do they talk to first? Your customer service staff? Your service technicians? A member of your technical support team? Your employees truly want to help your customers, but what happens when the solution your customer needs requires selling additional products or services? Do you lose an opportunity, or maybe even a customer, simply because your front line staff doesn’t know how to fulfill the customer's need? Or because they don't like the idea of “selling”?
Customer service representatives, service technicians and technical support personnel are in an ideal position to sell. They deal with your customers daily and their main purpose is to help solve customer problems. So, what holds them back? Many front line personnel avoid selling because they believe selling means trying to persuade someone to do something they don't want to do. The High-Impact Customer Service course shows them how to help your customers buy, while increasing satisfaction and loyalty.
Key learning points:
- Why a simple conversation with the customer works better than a scripted sales presentation
- Why brief stories are the best way to tell your customers about the benefits of your product or service and to establish credibility and trust
- How to use stories to position your product or service as the solution to your customer's problem or opportunity
- A step-by-step process that must be executed every day in order to give extraordinary customer service
- The questions to ask to discover what the customer considers to be the benefits of your product or service
- How to uncover objections early in the process and how to respond effectively to them
- Why the customer's needs come first in the High-Impact Customer Service model
- How and when to close the sale and getting a commitment from the customer
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