Customer focus training

Program №1

Training goal: development of client-oriented approach skills in working with clients.
Duration: 2 days (modular training is possible).

Target audience: sales managers, salespeople, customer service professionals.

Tasks:

1. Creating a customer-centric corporate value system:
2. Developing the skills of establishing contact with the interlocutor;
3. Developing client understanding skills;
4. Developing argumentation skills in the language of benefit and benefit for the client;
5. Developing customer collaboration skills.

Results:

• Developing skills to build customer loyalty to the company;
• Developing skills to build trusting relationships with the client;
• Development of the emotional intelligence of the training participants;
• Improve customer experience

Program:

1. Sales philosophy
2. Build trust.
3. Clarifying the needs of the client.
4. Presentation of goods and services in the language of benefits and benefits for the client.
5. Developing the emotional intelligence of the seller.
6. Developing skills for long-term cooperation.

Program №2

Training duration: 2 days

Targets:

• Developing the skills of confident client-oriented behavior, positive influence, stress resistance, helping to cope with subjectively complex non-standard situations of interaction with Clients;
• The subtask is to increase the satisfaction of the Company's Clients with the quality of service.

The training concept is based on:

• Awareness by employees of the value of the service and interdependence on Clients;
• Understanding by the staff of the Clients;
• Communicative competence of service employees.

The main benefits of learning:

For the Company - maintaining the loyalty of Clients through the professional work of contact personnel;

For members:

• Knowledge about the components of quality service. Awareness of the importance of one's own behavior in customer service;
• Formation of elements of skills of interaction with a negatively-minded client;
• Clear algorithms for reducing stress in business communication.

In the program, it is possible to further develop the technology of building a dialogue with Clients based on their typing according to the DISC method.

The program develops a value attitude towards Clients, the skills of understanding their emotions and thinking, lays the foundation for the ability to manage one's behavior in situations of business interaction. 

In the training program:

First class service

• Quality service and its components. Model "I - Company - Product". Individual practical task.
• Services and maintenance are the components of a service. Consequences of low-level service. Reasons for losing customers. Group task, short lecture, reflection of experience.
• How to maintain a high level of service - proactive actions of employees. Brainstorming.

Understanding Customers

• What Clients want and what they fear. Customer needs and expected responses from contact personnel. Practical task.
• Negative-minded Client: behavior, words, true motives. Demonstration, reflection of experience, role-playing situations.
• Typology of Clients by DISC technology. How to determine how to adjust, what to do. Mini-lecture, practical tasks.

Communicative competence 

• Professional and personal competencies. Confident employee behavior as a component of the Company's image.
• 5 levels of listening. Active listening techniques. Voice and its qualities in the perception of the interlocutor. Intonation in contact with a negatively-minded Client. Mini-lecture, practical tasks.
• Positive communication. Positive reformulation training.
• Techniques for regulating emotional tension in a conversation. Goal-oriented behavior. Feeling verbalization technique. Direct and indirect verbalization. Experimentation, training.
• Errors in the regulation of emotional stress and ways to overcome them. Practical task.
• Development of speech modules for personnel responses in typical situations of cooperation with Clients. Workshop.

If the program does not meet your expectations, please contact us. We can prepare a training and provide a trainer for your unique request.

You can always get detailed training programs by calling us or writing

You can contact us in any way convenient for you