Customer Service Training, including Sales Training - Durban

Customer Service and Sales Training

Customer Service and Sales Training

Course Objectives:

    ✓   Increased sales and market penetration
    ✓   Improved customer relationships
    ✓   Customer loyalty

Suitable for:  Call Centre Operators, and all employees involved in sales and customer service

Course duration:   2 days

NQF Level:   5

Course content and outcomes:

Through this Call Centre Training and Telephone Etiquette Training course - which we run throughout South Africa - delegates will learn:

  • Getting the basics right
    • The fundamentals of customer service and sales
    • Teamwork and the service chain
    • Understanding the basic needs of every customer
    • The 3 V’s of communication – and how to maximize them – even over the phone
  • Basic telephone skills essential for every employee involved in customer service and sales
    • First impressions formed on the phone
    • Putting a smile in your voice
    • Adopting a “yes we can” attitude
    • The importance of tone of voice, pitch and rate of speech
    • Time taken to answer
    • Getting essential information to serve
    • Questioning and probing techniques
    • The dreaded “please hold”
    • The dreaded “dead end” transfer
    • Giving and taking messages
    • Active listening skills
    • Matching the communication style of your customer
  • The importance of attitude to be effective in sales & customer service
  • Understanding the importance of internal and external customers
  • Handling in-bound calls effectively
    • 5 critical things to do when opening an in-bound call
    • Attentiveness and active listening
    • Establishing the real need
    • Administrative efficiency and follow up
  • Handling out-bound calls and direct sales effectively
    • Getting through the gate-keeper to the decision maker
    • Effective enquiring
    • Preparing a script
    • Selling benefits
    • Handling objections
    • Techniques for closing the deal
  • Handling difficult situations and problems relating to sales
    • Knowing your product
    • Using your resources – the internal value chain
  • Handling complaints and irate customers
    • Why complaining customers are highly valuable
    • Understanding the real issue behind the words
    • Creating calm and giving reassurance

Click to view all our training courses on our website

Click to view our Customer Service and Sales Training Courses on our website

Contact Details

Contact Person: 

Ron / Michele
Course Details

Unit Standard: 

Unit Standard 242829: Monitor the level of service to a range of customers

NQF Level: 

Level 4

Credits: 

5

Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

Course Duration: 

2 days

Cost: 

In-house and public fees on request

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