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Customer Service
Going that extra mile with your company’s customer service will set you apart from your competition. But, most importantly, it will also make you better than your competition.
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COURSE
Retail Excellence - Customer interaction
Catalyst Education
A$34.95
In retail, customer satisfaction is determined by how well a customer's needs have been met before, during and after any sales or service interaction. Providing a level of customer service that exceeds a customer's expectations should be the objective of each interaction that you have. This can be achieved by using a standardised process that follows a series of logical steps designed to maximise the efficiency and effectiveness of every customer interaction. By the end of this module, you  should be able to: Identify and explain the steps of an effective customer interaction, Describe the benefits of applying a standardised process to customer interactions List the differences between a good customer interaction and a poor one.
COURSE
Retail Excellence - The importance of rapport
Catalyst Education
A$34.95
Rapport describes a relationship of mutual understanding, agreement and trust between people. Rapport is something we naturally develop with friends and family, and building rapport with customers is an essential prerequisite to any successful customer interaction. By the end of this module, you should be able to:  List words that describe what is meant by rapport,  Identify the benefits of developing rapport with customers,  Rate the quality of customer interactions by comparing key rapport indicators.
COURSE
Retail Excellence - Matching and mirroring
Catalyst Education
A$34.95
In retail, the most productive customer relationships are those based on good rapport. This means creating a relationship of mutual understanding, agreement and trust, that makes customer's feel valued, comfortable and listened to. Matching and mirroring are two simple rapport-building techniques that retail consultants can use to quickly and effectively establish rapport in the workplace. By the end of this module, you should be able to: Recognise how matching and mirroring contributes to rapport , Identify what characteristics can be matched and mirrored, Apply matching and mirroring techniques to build rapport.
COURSE
Retail Excellence - Customer motivation
Catalyst Education
A$34.95
Customer motivation describes the internal factors which drive people to purchase particular products or services over others. Understanding customer motivation requires thinking about the psychology of how people think, feel, reason and distinguish between the importance of different needs or wants. By the end of this module, you should be able to:  Classify customer motivators using the pleasure and pain model Identify WIIFMs that address customer motivators.
COURSE
Retail Excellence - Discovery questioning
Catalyst Education
A$34.95
Identifying customer needs is a critical part of the customer interaction process. It requires uncovering all the information required to match a customer's needs or wants with the products and services you have to offer, and the best way to find out this information is to use discovery questions. By the end of this module, you  should be able to: Identify the purpose of discovery questioning , Name the three key discovery techniques, Select appropriate question types to discover customer requirements.
COURSE
Retail Excellence - Listening skills
Catalyst Education
A$34.95
Listening is the act of paying close or active attention to what another person is trying to communicate. Listening skills involve a range of techniques that enable you to fully understand the needs, wants, motivations and circumstances of the person with whom you are speaking. By the end of this module, you should be able to: List the differences between listening and hearing, Apply appropriate active listening techniques to different customer interactions.
COURSE
Retail Excellence - Handling objections
Catalyst Education
A$34.95
An objection is a statement that expresses a person's concern, reservation or disagreement about a particular matter, situation or recommendation. In the customer interaction (CI) process, an objection refers to the cause for a customer's resistance to an idea or recommendation, and provides an opportunity for the retail consultant to respond to that concern in the most effective manner possible. By the end of this module, you should be able to: Define what an objection is, Apply techniques for clarifying objections, Select appropriate strategies for responding to objections.
COURSE
Retail Excellence - Angry and upset customers
Catalyst Education
A$34.95
Dealing with angry and upset customers is, inevitably, part of your role as a retail consultant. However, you can handle customer complaints and frustrations quickly and easily by following a few simple techniques that can help you turn a negative situation into a more positive and productive one. By the end of this module, you should be able to: List the causes of customer frustration, Apply techniques for handling angry and upset customers.
COURSE
Quality Conversations - The Transforming Instant
Catalyst Education
A$34.95
In this introductory module you'll learn the three characteristics of a quality conversation and gain the ability to identify those all-important Transforming Instants in your customers.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
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COURSE
Quality Conversations - The QC Call Flow
Catalyst Education
A$34.95
In this introductory module you'll learn about call strategy and the Quality Conversations Call Flow.
COURSE
Quality Conversations - Maintaining a Useful Attitude
Catalyst Education
A$34.95
In this module you will learn about the links between your state of mind and the conversations you have with your customers. You'll also learn about responding to customers rather than reacting to them.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Pacing and Leading
Catalyst Education
A$34.95
In this module you'll learn to distinguish between first and second position and develop the skills to pace and lead your customers.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Listening Skills
Catalyst Education
A$34.95
In this module you'll develop your auditory acuity and learn to distinguish between 'hearing' the customer and really 'listening' to them. Furthermore you’ll learn to implement active listening techniques.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Building Rapport
Catalyst Education
A$34.95
In this module you'll learn about the importance of developing rapport with your customers as well as developing methods for building rapport with customers.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Etiquette and Compliance
Catalyst Education
A$34.95
In this module your avatar QC will examine the importance of language and how you can use language to help you perform the necessary procedures you need to follow in customer interactions.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Discovering Customer Wants and Needs
Catalyst Education
A$34.95
In this module you'll learn to identify the drivers that influence customer wants and needs. You'll examine the discovery process which you can use to help you identify customer wants and needs.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - General Interest Statements
Catalyst Education
A$34.95
In this module your avatar QC will introduce you to general interest statements and bridging statements. You'll explore how to use these statements to address customer WIIFM's (What's in it for me?)... not sure what WIIFM's are? Open the module to find out!
COURSE
Quality Conversations - Recommending Benefits and Solutions
Catalyst Education
A$34.95
In this module you'll step right up and enter the world of the "turbo-encabulator"... and you'll learn about making recommendations to customers in ways that lead to transforming instants rather than the metaphorical doors.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
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