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Excellent customer service is about consistently exceeding customer expectations. It describes service that is delivered in a timely fashion, is readily available, personalised, and empathetic. This course explores the consultative service process, highlighting the core benefits and structured steps required for effective client engagement and service delivery. We look at essential skills for determining customer needs, preparing impactful proposals, mastering the art of negotiation, and the importance of follow-up.
All titles in our ready2work Personal Development range are tailored for individuals of all professional backgrounds and experience levels, offering essential skills in a wide array of everyday situations and settings. Whether you're just starting out in your professional journey or looking to take your career to the next level, this range is designed to equip you with skills and strategies to achieve your career goals.
Learn techniques for accurately identifying client needs and preparing for successful customer meetings, including the essentials of effective meeting management. Understand the significance of effective proposals, and develop skills in writing proposals that address client needs and set the stage for successful negotiations and closing. Explore the crucial role of follow-up in the consultative process, and master effective techniques to ensure continued client satisfaction and long-term relationships.
Topics include: The Consultative Service Process: Core Benefits - Six Key Steps - Initial Contact - Determining Need - Techniques for Mastering Need Determination - Preparing for and Running Successful Customer Meetings - Essentials of an Effective Meeting - Preparing Proposals - The Significance of Effective Proposals - Writing Proposals - Negotiating and Closing - The Crucial Role of Follow-Up - Effective Techniques for Follow-Up.
