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Seminar Content: Day 1 “Friendly Service”
- Corporate Philosophy - Understanding and abiding by Corporate Philosophy
- Overcome Psychological Barriers
- Each step towards success increases the enjoyment and motivation of Selling
- Self motivation based on friendliness! = Enjoying Selling
- Customer Motivation
- Human needs – Pyramid from Maslow
- The customer / employer pays my wage:
Successful Selling = Corporate Success
- Telephone Skills – Golden rules of telephone conversations with customers
- Mastered conversation skills – Standard statements
Seminar Content: Day 2 – “Customer Loyalty and Team Work”
Meeting and fulfilling customer expectations appropriately based on strong teamwork
- Inspire customers / clients with individual personal service
- Customer orientation, customer loyalty and customer service – The success factors
- Segmentation: Customer / Client. The basis of success
- Learn how to recognise customer needs – What does the customer expect?
- What exactly should a service orientated company offer?
- Values such as “transparency and inside knowledge” should be available to customers / clients
- Chances and dangers of customer contact
- Reconsideration and development of customer orientation
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- From a group to a team – Development of teamwork
- Customer loyalty and the repercussions
- The advantages of high employee loyalty (i.e. dedicated employees)
- Implementation of research measures, e.g. Compilation of customer questionnaire
- Useful and cost effective control measures
Seminar Content: Day 2 - "Complaint Management"
Confident and friendly behaviour in the event of customer complaints
Use of a complaint to win new “customers”
- Meet customer expectations based on complaint solutions
- Learn the building blocks of profound complaint management
- Recognise the appropriate approach, how to successfully react to customer complaints – Based on corporate philosophy
- Individually solve customer complaints – Reclamation, personal complaints and property complaints (building etc.)
- How to develop difficult customers into regulars and friends
- Development of practise oriented controlling
- Revision of customer complaints
- Confident and friendly behaviour by customer complaints
- Successful conversation skills with customers who have a complaint
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