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For: Staff who have direct contact with customers and potential customers Aim: to improve employees ability to communicate with customers and potential customers to: - increase the likelihood of obtaining a successful sales outcome - raise general levels of customers satisfaction Outcome: on completion of training participants should have gained a practical understanding effective communication techniques in a range of settings. Schedule: 2 or 3 days, depending on final content. Content: The course will include the following: • clarifying customer expectations • communication styles • dealing with difficult customer • non-defensive communications • proactive listening • resolving customer dissatisfaction • sales techniques: hard and soft selling • telephone techniques Depending on client requirements, the course can also include: • business writing • effective meetings • presentation skills Training on company products can also be included, with input from the client’s own staff.
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