CUSTOMER SERVCE

Learn how we can take your business and employees to the next level 

Here’s a customer service statistic that will stop you in your tracks: 47% of customers say they’ll stop buying from a company if they have a subpar experience. The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere (Salesforce).

With so many customers willing to switch to another business, it makes you wonder — are we doing enough to meet customer expectations? Are we evolving our customer service to keep pace with evolving technologies? Is our customer service the best possible representation of our brand?

Businesses and consumers have a very different relationship than they did a few decades ago. Back then, what mattered most to customers were low prices and high quality. Advertisements were more product-oriented, focusing on the tangible benefits of the product and how high quality correlated with a better brand.

Nowadays, many advertisements are becoming consumer-oriented, focusing on the positive experiences that will result from a customer's use of the product. This is due to the increasing emphasis on customer experience.

While customers still care about price and quality of products, a new factor in choosing between competing brands is the additional value of customer service. Customers would rather invest more in a brand that focuses on their needs and constantly provides value beyond the initial purchase.

McKinsey reports that 70% of the customer's journey is based on how the customer feels they are being treated, while the Harvard Business School reports that obtaining new customers can be between 5-25% more expensive that retaining existing clients.

Why your team needs sales training

70% of the customer's journey is based on how the customer feels they are being treated.

Investing in new customers is between 5 and 25 times more expensive than retaining existing ones.

73% of customers fall in love with a brand and remain loyal because of friendly customer service reps.

Consumers are willing to spend 17% more on a company that has outstanding customer service.

OVERVIEW

Who should attend Sales Support, Administration, Customer Service 

 

Duration 1 Days

Delivery Instructor-Led Workshop

Qualification Certificate in Professional Customer Service

Location Customers Premises or external room hire*

Participants 12 - 15 people

COURSE MODULES

What is customer service

Customer Experience

Lessons from the world’s best

Wiki Library

 

Tonality

Establishing Trust

Resilience

Learning to listen

Building Empathy

Conveying your message

Handling objection

Know when to be quiet

Building loyalty

Retention Vs Acquisition cost

Customer Feedback

 

Why salespeople fear difficult customers

Speaking with Difficult Customers

Winning Back a customer

Knowing your product offering

Customer Vs Product Type

Selling to difficult customers

Up-Sell and Cross-Sell

Empowerment to close a sale, discount or tangibles

 

Forms of communication with customers

 

Customer Service Strategy

Escalating an issue

Crises Management

Problem Solving

Time Management

Business Ethics

Request a brochure

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Ready to move your Sales team to the next level?

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