A one day interactive workshop The sales team is not the entire company, but the entire company should act as a sales team. These legendary words of Heinz Goldmann are still very true today. Customer service, technical support, administration, they all play a crucial role in the customer satisfaction process that leads to higher rebuying rates. In this program we work in a very interactive way on those skills that contribute to the value experience of the customer. Module 1: Effective customer communication How to communicate with customers and stakeholders Evaluate our current approach Awareness concerning the present skill level Looking for areas of improvement Constructive feedback Two key notions for more effective communication A customer specific case Exercises Module 2: Telephone techniques The specifics of oral communication: no visuals, only voice and noise What happens when we talk to people on the phone Come to a better control of the medium Guidelines: golden rules Exercises Module 3: E-mail communication The power and the danger of e-mail E-mail has become an important medium How to use it to support our communication Guidelines: golden rules Examples and exercises Module 4: Complaint handling The psychology of complaints: dealing with the emotions Insight in the mechanism of customer dissatisfaction Acknowledging the complaint Dealing with it in a structured and constructive way Scheme of complaint handling Corrective and preventive measures Cases and exercises Module 5: Conflict resolution Reduce the stress level in difficult communication situations, with customers and internal suppliers Produce insight in stress levels and conflict situations Use persuasive techniques Prevent conflicts from arising Guidelines for prevention and handling Case and exercises This program is offered on an in-company basis only and will be adapted to the specific business situation by means of customized business cases and exercises. For more information, send a mail to sales@valueselling.be
		Jan Flamend  mobile: +32 496 57 40 25  -  fax: +32 16 73 49 05             |             Geert Ramaut   mobile: +32 484 292 100