Mastering Customer Service Skills
Mastering Customer Service Skills
Course Objective: To equip the Inside Sales Professional with the necessary tools to provide exceptional customer service. In addition to this motivate the participants to immediately implement the tools they have learned. The participant will increased professionalism and efficiency, thus resulting in increased sales and profitability for the company.
Course Duration: 2 days (16 hours)
Class size: 12 Students Minimum, 25 Students Maximum
Who Should Attend: Store Managers and Inside Sales Support Staff
Expected Results
- Execute the Excel the Positive Customer Service and Relationship building sales process
- Evaluate their current personal and professional skills
- Learn how to maintain a positive attitude
- Improve their listening, speaking, and telephone communication skills
- Understand how to handle difficult customers and complaints from inside the store
- Learn how to project a professional image from the store
- Support outside and inside sales through professional service
- Understand the critical role inside staff play in the sales process
- Develop a personal and professional plan to achieve goals
It offered a lot of insight to ways that I can change the way I do things to be more productive & efficient. It was very entertaining & educational.Bill Shedlock, Kemperle Inc.
POSITIVE MINDSET
- Techniques in maintaining a positive attitude
- Flexibility in the workplace
- Developing self confidence
- Working on improving yourself to encourage growth
- Striving for Excellence
- Having appreciation and gratitude for our company
ORGANIZATIONAL SKILLS
- Establishing your daily objectives
- Collaborative goal setting with your manager and team members
- Developing employer and co-worker relationships
- Creating customer service consistency
- Planning our success
- Avoiding time traps
Norm was able to apply all his steps to our world. There was not one part of the class that didn’t apply to our daily jobs. Very informative & interactive.
Terry Gardner
SATISFYING THE CUSTOMER
- Being prepared for every customer visit
- Professional phone manners
- Dealing with difficult people
- Characteristics and qualities that customers look for
- Making each customer feel important
- Remembering it’s not all about the price
IMPRESSION
- Creating a positive impression every time (Greeting)
- Being genuinely interested in the customer
- Using their names
- Focus on the customer
- Maintaining a professional image
- Avoiding prejudging
TALKING ABOUT THEIR NEEDS
- Building Rapport
- Asking appropriate questions to identify needs
- Actively listening to your customers
- Having a thorough understanding of your customer’s needs
- Address concerns thoroughly
- Confirming the next action
INVOLVE THE CUSTOMER IN THE DECISION PROCESS
- Maximizing your presentation skills
- Paraphrasing and summarizing your customer’s needs
- Presenting best options based on customer needs and offering solutions
- Being knowledgeable about your offering
- Asking for feedback
- Overcoming objections
VICTORY
- Asking for the sale
- Being confident when asking for business
- Avoiding prejudging
- Don’t make buying decisions for your customers
- Validate the order
- Offer related products and services
EARN CUSTOMER LOYALTY
- Gaining commitment and loyalty
- Continuing to help your customers achieve their goals
- Focusing on your customer’s needs
- Always be respectful, professional and appreciative of their business
- Successfully deal with customer complaints
- Continue building your relationships using the Excel P.O.S.I.T.IV.E Customer Service Process
The 7 steps was a great insight in dealing with clients.Meagan Broderick, March 2011
The student will be able to:
- Built rapport with the customer and create a positive impression immediately.
- Uncover a customer’s needs and satisfy them to achieve mutually satisfactory results and cultivating a long term relationship.
