DDVskills
! Customer service excellence a n d ( Te l e ) s a l e s ! W o r k s h o p s Ta i l o r e d t o y o u r industry and specific needs.
STAND OUT, BE DIFFERENT ! ! ! customer experience Learn to create a different ! ! Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides. If you want your customer service representatives to provide a world-class experience, then our workshop is the answer you’ve been looking for. This customer service training program teaches your employees all
!
the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today! The results you’ll see from this customer service training program include: •
Improved customer satisfaction scores
•
Reduced escalations
•
A common service language
•
Improved staff morale and reduced turnover
•
Reduced costs
!
This customer service training program is perfect for anyone who provides service to internal or external customers including representatives in: •
Customer service departments
•
Inside sales and order desks
•
Credit and collections
!
Methodology A range of teaching methodologies will be employed throughout the training. They include presentations to explain new information and ideas; plenary discussions to obtain participants views and opinions; group activities to enable participants to work with one another; demonstrations, role plays and case studies. Teaching methods are taken into account the special needs of participants including their experience, role within the company and habits. The participants are encouraged to engage and give scenario’s they deal with on a daily basis as examples to how we can improve our customer service. Don’t wait until it’s too late. Learn now how you can stand out in a crowded market and show you really care
CONTACT DDVSKILLS FOR MORE INFO T: +27 (0) 72 596 80 71
E: DAVY@DDVSKILLS.COM
name W:company WWW.DDVSKILLS.COM
STAND OUT, BE DIFFERENT Optimising the performance of you sales team Today's successful sales people know the focus has to be their customers. Building the relationship, providing a service, satisfying the customer's needs, listening and understanding rather than talking and seeking to be understood. Sales people are in the front line, building a reputation to ensure long-term growth as well as short-term sales.
Keeping Customers forever Features / Needs / Benefits
Generally our sales workshop is divided into 5 modules. These are interchangeable towards your specific requirements. Throughout the 5 modules practical exercises are inducted to clarify the theory through every day scenario’s.
Module 3
Module 1 The Sales Cycle Getting New Customers Know your Customer
!
Module 2 Telephone techniques Creating the right impression every time Need Support Selling
!
Handling objections Closing the Sale
!
Module 4 Developing a winning attitude The salesperson’s day
!
Module 5 Customer service excellence Stand out, be different Positivity
!
METHODOLOGY A range of teaching methodologies will be employed throughout the training. They include presentations to explain new information and ideas; plenary discussions to obtain participants views and opinions; group activities to enable participants to work with one another; demonstrations, role plays and case studies. Teaching methods are taken into account the special needs of participants including their experience, role within the company and habits. The participants are encouraged to engage and give scenario’s they deal with on a daily basis as examples to how we can improve our customer service.
!
You see, most training programs place emphasis on the training event itself and very little on the entire learning process. Our workshop turns this traditional model upside down and generates measurable, long-term behavioural change in the process. The Results?
!
CONTACT DDVSKILLS FOR MORE INFO T: +27 (0) 72 596 80 71
✓
Employees who are skilled, knowledgeable, and eager
✓
Loyal customers who feel served rather than pressured
✓
An increase in conversions and an uptick in revenue
E: DAVY@DDVSKILLS.COM
W: WWW.DDVSKILLS.COM