Customer Service & Sales Skills Certificate

This Series of 3 classes will help you learn how to deliver exceptional customer service. By delivering a high level of customer service, you will provide value to your customers and clients throughout the sales cycle. Learning how to gain referrals, recommendations, and repeat sales from your customers, ensures you can build and expand your customer base for future success.

Day 1

Personality Assessment  
Understanding self and others results in being able to adjust communication to the needs of the customer. 

Selling to Styles
Relationship with sales: What negative thoughts come to mind?
Mindset/beliefs re: sales: Can’t outperform self belief – re-program mindset
 
Day 2

Time Management/Goal setting
Productivity versus Activity – how different styles
Maximize efficiency by aligning your priorities – 3 r’s
Overcome procrastination – Steven Covey’s 4 quadrant model
 
Problem Solving/Strategies
Strategies to resolve customer Concerns
Strategies to selling to customer personalities
Strategies to develop as the seller
           
Day 3

Sabotage a Customer Experience  

Communication
Complaints: Move customer complaints to opportunities – Connecting principles
Loyalty: Build customer loyaltyEmpathy: Verbal skills to express empathy
 
Relationships
First impressions and beyond
Develop an exceptional service attitude – 7 guidelines for service
Maintain professionalism under pressure
 
Next Steps
Develop critical thinking skills to enhance exceptional customer service
What are we doing well? What could we do better?
Coaching: What’s working, what’s not?
Set individual goals for applying customer training