Customer Service

Short description

Serving your clients in a pleasure and successful way

Target group
As a participant in this training course, you may work in a commercial position or a position with obvious commercial aspects. You wish to sharpen your commercial skills and increase your personal effectiveness

Course content
In the course of this training, you will be taken through the complete commercial process, or ‘customer purchase process’. The training is very much practically oriented. After a short theoretical introduction, you will participate in practical exercises, including role-plays with a professional actor. You will reflect on your (new) experiences and work on your personal goal action plan.

The training deals with the following topics:

• Communication and communication style
• Your personal commercial style
• Dealing with opposition, from yourself or your customer

Results
You will become familiar with the stages and structure of the commercial process. You will have a better insight into your personal commercial style. You will be able to manage situations effectively and display confidence and flair. Also, you will realise that it’s not all about your service, your product or yourself; but rather the interests and needs of your customer. Therefore you will learn to adapt your behaviour and communication style accordingly. You will be the type of person who can deal with setbacks, opposition and complaints. For your customers, you will be the one to guide them through the purchase process, while keeping in mind that your company’s interests come first and foremost.

Competences strengthened during the training:

• Goal orientation
• Rising to the challenge
• Conversation skills
• Customer orientation
• Listening
• Self-management

Duration
Two modules, 2 to 3 days, depending on the training goals.