CUSTOMER CONTACT SKILLS

This course provides customer contact skills to Sales, Call Centers, and Field Service Representatives who interact with customers or potential customers, and must present a positive image of the company, solve problems in stressful conditions, and generally provide added value to the organization’s products and services.  The focus of this program is placed on both the internal and external customer.  The program has been effective for both private and government sector audiences.

Audience:  Customer Liaison, Sales Liaison, Customer Service, Sales and Sales Management staff at any level, as well as others with customer interface.

Objectives

• Question more effectively to learn customer's needs.
• Listen more actively and clarify and confirm what the customer is saying.
• Make more effective use of you time during customer contact.
• Develop more consultative customer relationships.
• Use a process for handling irate or difficult customers.
• Follow up more consistently.

Topics

• Customer Service Style Self-Assessment
• Developing a Customer Profile
• Developing and Using a Customer Service Model for the Organization
• Handling Irate Customers, Emergencies, and Complaints
• Building Positive and Profitable Customer Relationships

Related Materials

• Assessment: Customer Service Style Self-Assessment

Programs | Customization