Customer Service and Sales Techniques​

Customer Service and Customer facing teams are in the unique position to help to guide and offer solutions to help to promote their independence. Responders can see potential changes in a person’s wellbeing, and Customer Service representatives can gain a good understanding of a client or their family member’s concerns by asking the right questions to gain an understanding of their specific needs. ​

These customer facing teams would benefit from understanding the conversations to be had with clients they speak with and visit to be able to advise on the most appropriate solutions to maintain their independence and wellbeing.​

Conversation, and the terminologies used, are paramount to achieving a positive outcome. The questions asked to gain an understanding of their need, but also to recommend additional/alternative solutions; and to increase productivity by ensuring the sale is closed at the end of the initial call.​

This interactive one day course will focus on targeted and facilitated conversations, discussions and activities to build the confidence of customer facing team members; and arm them with the tools and methodologies to manage these situations, either over the telephone or customer facing situations.​

Beginning with a review of the current process that these teams follow, to understand what is currently expected of them and gain an understanding of how they feel they perform against this process. Understand what challenges they face? Identify what areas are felt could be improved.​

We will then look at the two roles independently. For the Customer Serviceteam, exploring the sales process; understanding the conversations to be had and the different types of questioning techniques that would increase the chances of converting more sales on the initial call to gain the agreement.​

Looking at the role of the Responder teams, we would explore the situations they are faced with and what measures they have in place to identify potential sale opportunities and how the team manage these situations. ​

We will explore different scenario based discussions for each team – what would you do in this situation from the perspective of both Client’s and team member’s perspectives. ​