• Understand internal and external stakeholder’s communication protocols and implement a consistent process to resolve complaints received.
• Gain a clear picture of the internal service relationships in their position.
• Learn to analyze the expectations of internal and external stakeholders and be able to use the protocols to maintain effective and timely response of stakeholders.
• Draft proposals on improvements, suggestions and quick recovery, movements of
  arrangements for external customers.

Creating Service Excellence

• Discover why customers become unhappy and how to view your company from the
  customer’s perspective.
• Capitalize on positive customer experiences.
• Identify differences between orders, advances, and the continuation of sales.

The Service Triangle

• Increase sales and profits by using the service triangle.
• Expand productive efforts and teamwork by taking care of internal customers.
• Learn the difference between a “peddler” and a professional salesperson

The Importance of Getting and Retaining Customers

• Learn how to retain customers for life.
• Boost bottom line profits with CDCE.
• Become a valued part of your customer’s team.

Mapping the Customer’s Sales “Moments of Truth”
 

• Learn how to map the internal “moments of truth.”
• Increase sales and profits by understanding sales “moments of truth” and internal “moments of truth.”
• Meet and exceed customer requirements.

Preventing Objections vs. Overcoming Objections

• Discover how to effectively prevent most customer objections.
• Learn to reveal and demonstrate empathy.
• The probable effects of overcoming objections vs. preventing objections.

Obtaining Commitment vs. the “Hammer in Search of a Nail” Approach to Internal
Problem Solving

• Learn how to use Features, Advantages, and Benefits to influence positive action.
• Realize how to obtain commitment and set go-forward objectives.

Developing a Personal Service Strategy

• Incorporate your own customer’s “moments of truth” with your organization’s internal“moments of truth” using your delivery system to create a distinctive customer experience.

Validating Customer Impact

• Interviews and surveys
• Experiencing the Customer Experience
• Process performance alignment with Customer Experience
• Responding to gaps in expectations

Attendees will get training certificate after the completion of the course