Non-accredited Workshop
After Sales Customer Service
Course Outline
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Identify the Nature of a Variety of Customer Queries
- Greet and Acknowledge the Customer
- Confirm the Customer’s Identity and Authority on the Account
- Questioning Skills
- Active Listening Techniques
- Take Ownership of the Query
Discuss and Propose Possible Options and Solutions
- Identify and Propose Alternatives and the Implications of Each Alternative to the Query
- Supply Specific Information Requested
- Recognise and Present Cross-Selling Opportunities
- Reach a Verbal Contract
Attend to the Customer Query
- Reach Agreement to a Specific Solution
- Record Customer Requirements
- Attend to Customer Requirements
- Confirm Client Satisfaction Verbally
- Obtain Customer Ratings