Course Outline

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

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