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Heart of England | nigeldunand@sandler.com
 

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Strategic Customer Care

Sandler’s Strategic Customer Care Program is unlike any training available.

 

12 Session Training Programme

Our Strategic Customer Care training programme provides long-term, incremental reinforcement training and coaching to ensure a return on the training investment. In addition to proven technical skills, positive attitudes and productive behaviors are developed to effectively implement winning strategies.

Are you maximising your inside business development efforts?

You ask them to make outgoing calls, cross-sell and up-sell along with the expectation of providing higher service levels. But are you preparing them to do these tasks well, or are you setting them up for failure?

  • Do your customer service and inside sales people have the skills and confidence to recognise a business opportunity?
  • Do they too often provide “free consulting” and give out free information to people who are just “shopping around”?
  • Do they lack the questioning and qualifying skills to get to the heart of the prospect’s needs?
  • Have you ever cringed listening to what your inside sales people say to prospects on the phone?
  • Is there more business available, but sales are often missed?
  • Does your frontline team have the tools to deal with difficult customers?
  • How good are they at spotting a commercial opportunity?

Reserve your place today!


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Course content:

  • What Do Customers Really Want?
  • Developing Professional Communication
  • Boosting Your Comfort Zone
  • Setting Expectations and Control
  • Building Relationships (D.I.S.C.)
  • Crafting Questions
  • Up-Selling & Cross-Selling (PAIN)
  • Telephone & Email Communication
  • Understanding Customer Behavior (Transactional Analysis)
  • Dealing With Difficult People
  • Client Development
  • Formula for Success

Cost £1800 per person

First session 13th July 9.30 am - 12.30 pm

Delivered in association with Eagle HR