Customer Service Skills
Advanced Customer Care
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This soft skills course covers many aspects of customer service skills with an abundance of case studies, scenarios and sample conversations that help the delegates to understand what to say and how to say it to get maximum results. In particular, bad examples of customer services greatly help people to understand what should not be done. Participants learn how to handle complaints, aggressive customers, demanding customers and many other situations encountered daily professionally and unemotionally.
Sales Skills course is a comprehensive course aimed not only at salespeople but all those involved in the process of selling. This includes producers, suppliers and buyers. This course focuses on the psychology behind trading, the importance of effective communication in successful selling, the generation of loyal, returning customers, traditional and modern selling techniques, sales pitch structure and delivery, overcoming objections, the art of persuasion and the significance of ethical selling. Apart from specific exercises covering each section of the course, training activities have also been included in the training resources to encourage optimal learning.
In this course delegates will learn the essential points about telephone skills and how to handle customers and colleagues professionally and efficiently. This course provides delegates with effective solutions and practical tips in dealing with challenging phone communications and customer service. This course is suitable for anyone who uses phone as part of their everyday job including helpdesk or call centre staff. The course contains many examples, scenarios, bad conversations and exercises to help delegates quickly understand these concepts. Comprehensive guidelines and course notes are provided for trainers so they can pick up the course quickly.
This course enables delegates to handle complaints more efficiently whether delivered by their customers or by others such as their suppliers, colleagues and so on. Delegates learn through a series of examples how to deal with various situations and explore methods and techniques that work best in every situation and also learn about ways that are not as effective. Guidelines on assertiveness, listening skills, ideal body language and other related subjects are provided along with exercises to help delegates learn the skills quickly and effectively and be able to use these guidelines in real world situations. The soft skills training course comes complete with comprehensive trainer script, exercises, workbook and slides.
This course covers the entire process of marketing in a systematic way. Topics such as situational analysis, marketing mix, segmentation, product life cycles, customer decision making behaviour, pricing strategies, promotional ideas, advertisement, branding and many other areas are explored. Several interactive exercises and discussion opportunities are provided to help delegates examine their own marketing strategies and see how they can improve them. The course contains several optional exercises that allow you to extend the course to 1.5 days or more. The pack comes with comprehensive trainer notes with guidelines on pacing, what to ask, what areas to encourage discussions on and how to run exercises to get the most out of them.
In this course, participants will learn how improve customer services by employing effective techniques and strategies. The course contains many examples and scenarios on how to interact with customers and provides guidelines on how to address difficult situations. Delegates learn the skills by going through a number of exercises designed to cover a range of common themes found when providing customer care. This course follows from Customer Services.
In this course, participants learn about various stages of business networking. The course walks the delegates through a number of best practice guidelines and they get to practice their networking skills in the course. Delegates will get to analyse their current network, identify where to find new contacts, how to plan a personal pitch and how to approach their contacts to get positive results.
In this course, participants will learn about a variety of everyday tactics and strategies of pricing. How to set prices? How to change prices? How to provide discounts? How to do segmentation? What pricing strategies are available and what are their advantages? When should you use these strategies? How customers make decisions when purchasing and how can you use this to boost profits? The course comes with case studies and inspiring examples. Many exercises are also provided that help delegates discuss pricing strategies and see how the methods covered in the course can be applied to their businesses.
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We provide training materials on Soft Skills, Management and Productivity. Download our training resources and extend your portfolio to meet market demand and deliver state-of-the-art interactive training courses.
24 hours sales and customer care by email and phone.
Skills Converged Ltd.
PO Box 3150
Surrey CR8 9DF
Registered in England and Wales.
Company Reg No: 6522877
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