Programme
Construction Industry Dynamics
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Market Structure
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Changing Influences
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Future Developments
Customer Service
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What it Means
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Giving the Customer Value
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Industry Best Practice
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Your Influence
Customer Satisfaction Measurement
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Expectations
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Research Methods
Communication Skills
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Listening
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Questioning
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Conveying Information
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Handling Bad News
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Handling Difficult Customers
Creating Value
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Benefits v Costs
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Customer Lifetime Value
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Taking out Cost
Selling to the Customer
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Cross Selling and Upselling
Discounting
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Course Content
Providing excellent customer service is critical to business success and internal telephone representatives play a key role, presenting a pleasant and efficient image to the customer. They also represent a major opportunity to improve business efficiency and increase sales. But in this unglamorous and demanding role it is difficult for staff to constantly work at high performance levels.
All too often they are merely taking orders and not creating sales. In today’s demanding environment we must take every opportunity to secure extra business, and often enough this can be easily won by customer service staff just asking a few simple questions. Questions that can be easily forgotten in a busy and demanding environment.
The Customer Service Energizer is a short interactive workshop designed for people working in the construction sector who deliver customer service over the telephone. It will motivate and develop their skills, improving the enthusiasm, proficiency and effectiveness of your team – leading to higher customer satisfaction and more business. It is aimed at staff who handle inbound customer calls whether for sales, information or service.
The Customer Service Energizer is participative, interactive and fun. People learn by trying out different styles, techniques, methods and roles. The course helps people to discover more effective ways to do their job in a friendly, constructive fashion using skilled and helpful facilitators. The course is typically run off-site and lasts half a day or a full day depending on the content you choose.
Course Duration: 1 day
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