Customer Service Increase Sales (CRE)

The CRE is a process of up to three stages designed to improve your company’s customer service and sales functions. The programme is motivational and applicable to all disciplines including call centre, customer service, telesales, field sales and account managers.

Recognising you will have particular issues that need addressing Occupational Performance tailor each programme to meet your individual needs. Depending on the circumstances, experience and job function the most appropriate programme may include any or all of the available modules modified to meet your specific objectives.

Level 1
Customer Service Excellence

Relevant to all customer facing staff “Customer Service Excellence” covers the art of communication during face to face and telephone contact. The programme uses a comprehensive 5 stage process to enhance the communication skills involved in Customer Service. Stage 1 uses a systematic process that encompasses opening the conversation, addressing the key issues, obtaining a resolution, gauging satisfaction and closing the interaction. Delegates explore the key skills and processes that enhance customer service and provide excellence and added value. This provides an excellent foundation for those new to roles involving customer contact and is invaluable for experienced participants whose key skills will be reinforced and improved. The programme equips delegates with the communication techniques and skills to provide first class customer service. Delegates will

• Identify the elements of first class service
• Agree and put into practice a first class customer service approach
• Learn ways of enhancing present skills and techniques to meet and exceed the ever increasing demands and expectations of customers
• Consider situations which sometimes prove difficult and practise ways of handling both the issue and their own feelings

Level 2
How Else Can I Help You?

A unique and inspirational programme, designed to bring a sense of ownership, shared responsibility and a positive attitude to promote and encourage excellence in all customer contact. 'How else can I help you?' provides the participant with the knowledge, skills and motivation to identify opportunities for additional sales when communicating with customers. Following the process used in Stage 1, Stage 2 further develops skills to ensure your customers expectations are exceeded every time. Individuals create an environment, which supports their sense of personal achievement and success which in turn, enhances productivity and effectiveness. During the programme delegates will learn:

• To understand customer expectation
• Why people buy and how delegates can influence a customer's personal buying strategies
• To understand customers needs and be able to match them to the services you provide
• To understand the importance of effective questioning and active listening and what to do with the information
• How to 'grab' attention and know customers are listening to the benefits of the service you provide
• How to identify buying signals and close the sale
• Respond positively to all situations, (even when the going gets tough)
• An effective sales process which is straightforward and easy to apply and remember, a five- step approach to effective communication
• An understanding of their own personal style and techniques for adjusting to match that of the customers, the skills required for building and maintaining rapport.

Level 3
Advanced Relationship Management

Particularly relevant to field sales staff, consultants and account managers, Advanced Relationship Management refines meeting skills and enables and encourages individuals to react to and work with colleagues and clients in business meetings. Utilising a business simulation with facilitators or professionals undertaking client roles, each meeting; is videoed to assess and develop the delegate's internal and external relationship building skills. Stage 3 introduces and refines the delegate's ability to identify the decision makers and influencers by the use of thePower Map. The workshop also continues the process of personal and team awareness introduced in earlier stages. Stage 3 is an innovative and engaging process enabling experienced practitioners to build upon their existing skill set while adding a further layer of advanced expertise.