Customer Service Workshop Incorporating Personal Grooming

BENEFITS

• Upon completion of this program, the participants will be able to:
• Understand the importance of creating relationships with their customers
• Get the tools to apply what they learn to improve their sales and getting repeat business
• Bring the fun of the workshop to the business and workplace and attract more customers
• Understand their customers and create lifelong relationships
• Speak to customers on the telephone with professionalism
• Create a telephone prospecting plan
• Undertake cold calls with confidence
• Overcome customer objections and use them to enhance the selling opportunity
• Build rapport and profitable sales relationships quickly and effectively
• Gain commitment from a customer

EXAMINING CUSTOMER RELATIONS

• Introduction & Learning Context
• Define Customer (Who Are My Customers)
• Your Function In The Customer Service Relationship
• Effective Customer Relations
• Understanding The Customer Needs, Wants And Expectations

SERVICE EXCELLENCE

• Exceeding Customer Expectations
• The Importance Of Interpersonal Communication Skills
• Telephone Etiquette
• Body Language
• Overcoming Communication Problems
• Listening Skills

ATTRACTING CUSTOMERS

• Understanding The Buying Decision Process
• What Is A USP And How To Create It
• Designing Your Business To Meet The Needs Of Your Customers
• How to Brand Yourself and Your Business?
• Applying What You Have Learned In The Workshop To Your Business

DIFFERENCE BETWEEN GOOD AND BAD CUSTOMER SERVICE

• Recognizing Strengths And Weaknesses
• Handling Difficult Clients Effectively
• How Do I Implement Good Customer Service In My Business/ Work?
• Tips On Good Customer Service

BUSINESS AND SOCIAL ETIQUETTE

• Body Language
• Greeting In Business
• Proper Introduction
• Proper Business Card Exchange
• Basic Business Dining Etiquette
• Basic Personal Grooming
• What Do I Need To Build And Outstanding Relationship With My Customer Or Anyone Who Comes Into My Business?

THE ADVANTAGES AND DISADVANTAGES OF USING THE TELEPHONE
COMPILING A PROSPECTING PLAN – INCREASING YOUR CHANCE OF SUCCESS

• Setting Objectives And Targets
• The Right Frame Of Mind – Tools And Techniques Or Building Confidence

OPENING WITH CLARITY AND CONFIDENCE

• Building Rapport
• Questioning And Listening Skills
• Motivational Presentations Over The Telephone
• Overcoming Objections And Making Them Work For You
• Gaining Agreement From The Customer
• What Are The Common Mistakes Made To Lose A Customer?

THE CALL
POST CALL MANAGEMENT

• How To Say Motivated
• Making Notes
• Keeping Records

IMPROVING PEOPLE SKILLS

• Building The Relationship Telephone Versus Face To Face
• The Power Of Attitude
• Creating An Open Environment
• The Importance Of Trust, Keeping Your Word, And Following Through Principles-Based Business Ethics

INTEGRATION