Customer Service = Sales Opportunities Workshop

More and more companies are capitalizing on every customer service opportunity to add value to the interaction by tactfully helping their customers to uncover some of their unrealised needs. This proactive approach in handling every customer contact opportunities not only makes your customers feel that you care, it has significant positive impact on the bottom line of the organization by generating more revenue. Is your customer service providers adding value to your organization cross-selling other products/services? Yes, how effective are they doing the job? No, why aren’t they doing it? Let’s work on the motivation, knowledge and skills on how to get this job done right for optimal results.

Agenda

• Introduction, objectives and expectations
• Keys to customer satisfaction, their psychology
• Knowing your motivation to helping customers
• Knowing your products/services, and how do they satisfy the needs of your customers
• How to help your customers to uncover their unrealised needs using tactful probing
• How to help your customers understand how your products/services can benefit them
• How to handle different customer attitudes to result in win/win situation
• Transforming your customer service professionals to sales executives

Who should attend

Customer Services & Sales Managers, Hotline Managers, Telemarketing Managers, Sales Training Managers, Customer Satisfaction Managers, HR Managers etc...

Your Facilitator

Fanny Siu is a seasoned HR practitioner with over 15 years of experience consulting for numbers of multi-national companies and large local companies in Asia Pacific with special focus in the Greater China Region. She was the Master Trainer for Learning International (now Achieve Global) and held the position of General Manager of DDI and Managing Director of SHL in Hong Kong, two world leading HR Consulting firms. Over the past years, she partnered with a number of companies to design and conduct tailored training programs on Customer Service Skills, Selling Skills, Sales Management and Tele-marketing for their customer contact staff and sales and marketing team. Some of those companies include: Motorola, Xerox, Sun Microsystems, American Express, Citibank, Glaxo, SmithKline Beecham, Kraft Food, Towngas, SmarTone, and Sun Hung Kai Properties.