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OBJECTIVE:
Knowing and applying new techniques to improve customer service quality, attempting to always reach and/or overcome the customers’ expectations by satisfying their practical and personal needs to achieve the customers’ loyalty to the company.
BASIC COURSE INFORMATION:
ADDRESSED TO:
Managers, sales executives, customer service staff, call centers and all areas involved in the selling process.
DEVELOPING COMPETENCIES
Customer service, business spirit, listening, company sensitization and communication.
SYLLABUS
I. SERVICE PRINCIPLES
A. Main Service Failures
B. Basic Ideas for Reaching Service Excellence
C. Service Principles
D. Key Principles Effective Use
E. Skills Development Practice
II. SERVICE PROCESS
A. Applying the Service Process
B. Attending the Customer
C. Identifying Customer Needs
D. Overcoming Customer Expectations
E. Verifying Customer Satisfaction
III. TELEMARKETING
A. Objection Definition
B. Refuting Techniques
C. Identifying your Sales Process Basic Interactions
D. Practicing Interactions (prospection, presentation, initial interview, etc.)
E. Defining your Company’s Selling Style
IV. TELEMARKETING OPORTUNITIES
A. Making Appointments
B. Ensuring Customer Satisfaction
C. Effective Collections
D. Making Surveys
BENEFITS
- Enriching sellers and service staff abilities so they can reach company’s goals.
- Identifying the best way to carry basic sales and service activities for the organization.
- Standardizing Sales Process Application.
- Easing the Service Process Application.
- Clarifying the Situation.
- Satisfying or overcoming needs.
- Ensuring Customer Satisfaction.