Selling and Customer Relations Training
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Selling and Customer Relations Training Course
Introduction:
In today's fiercely competitive world, customers have higher expectations than ever before. Successful companies understand that they can't simply react to these demands; they must proactively manage quality and continuously strive to enhance customer satisfaction.
In this program, you will embark on a journey to:
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Learn about Customer Service and Quality Management Tools: Gain insights into the tools and techniques that can help you deliver exceptional customer service and manage quality effectively.
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Improve Customer Satisfaction: Discover strategies to elevate customer satisfaction by understanding their needs, addressing their concerns, and going beyond their expectations.
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Enhance your people skills: Develop the interpersonal skills necessary to connect with customers, build rapport, and create positive interactions.
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Proactively manage and control expectations: Acquire the knowledge and strategies to effectively anticipate and manage customer expectations, ensuring a smoother experience for both parties.
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Master the art of negotiation through a six-step process: Learn a structured approach to planning and executing negotiations, ensuring thorough preparation and comprehensive coverage of all aspects.
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Refine the key skills for successful negotiations: Explore the five crucial skills for expert negotiations, including building rapport, sensory acuity, using yes sets, defining needs, and sending positive messages.
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Apply your new-found skills effectively: Gain a framework for applying your enhanced negotiation skills in real-life scenarios, maximizing your impact and achieving favorable outcomes.
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Leverage your strengths and overcome weaknesses: Understand how to capitalize on your strengths as a negotiator while addressing and improving upon potential weaknesses.
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Follow a blueprint for successful negotiations: Acquire a tried-and-tested blueprint that can be adapted and applied to each negotiation you encounter, ensuring consistency and effectiveness.
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Navigate common pitfalls and overcome "dirty tricks": Learn to recognize and overcome common challenges and manipulative tactics that may arise during negotiations.
Through this program, you will gain the knowledge, tools, and skills needed to excel in customer service, quality management, and negotiations. Take the proactive approach to meet and exceed customer expectations in today's competitive landscape.
Course Objectives:
- Describe how to use Quality Management tools and methods
- Build strong customer relationships
- Help influence and set customer expectations
- Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
- Implement improved people skills to enhance customer service
- Improve service to internal customers as well as external customers
- Use skills to build effective relationships
Who Should Attend?
All sales & marketing professionals in customer-facing positions or with specific responsibilities for Service Quality and Customer Satisfaction. This course focuses on advanced techniques and therefore participants will usually be middle or senior managers who already have some experience of negotiating either individually or as part of a team.
Course Outlines:
Introducing Quality Management and Customer Services
- Introduction to Quality Management
- The history of Quality in business
- Basic Quality concepts
- What is it that Customers want
- How can we calculate the total cost of Quality
- Customer satisfaction is a perception and can be managed
- Setting customer expectations
- Changing internal perceptions
- Getting closer to customers
- Understanding customer needs and expectations
- Commitment starts at the top of the organization
Service Quality - Tools and Techniques
- Five steps to Effective Quality Management
- Beginning with measurement
- Then we need methods of Control
- Continuous Improvement
- Service Quality Tools and Techniques
- Questionnaires
- Pareto Analysis
- Nominal Group Technique
- Cause and Effect Analysis
- Solution Effect Analysis
- Selection Grid
Planning the Negotiation
- working through a 6 step planning process
- specifying outcomes & building a database
- analyzing the database and understanding where the power lies
- building a settlement range
- planning the negotiation
- testing the plan
Managing Customer Expectations
- Exceeding customer expectations every time
- Determining how to exceed expectations
- It’s the little things that matter - increased satisfaction at minimal cost
- Asking for feedback on performance
- Ongoing evaluation of effectiveness to ensure satisfaction
- Maximize the value you deliver
- Understanding different customer styles
Conducting the Face to Face Meeting
- working through the 6 step meeting process
- agreeing outcomes and establishing the agenda
- probing in order to develop an understanding
- making proposals and giving and receiving concessions
- applying effective closing techniques
- agreeing on action & recording outcomes
- monitoring the result
People Skills to Deliver Excellent Customer Service
- Back to basics - communicating with our customers
- Identify Listening Styles for you and your customer
- Building Rapport
- Influencing skills
- Persuasion techniques
- Dealing with Difficult Customers
- Understanding Customer Behaviors
- Understanding where Anger comes from
- Developing Emotional Intelligence