Customer Service and Consultancy

overview

This title offers a series of ready to deliver topics covering the basics of serving customers and leads into consultative selling. The consultative approach combines interpersonal skills with expertise in product, service and support to provide a professional, relevant and personalised service.

Introducing Consulting Skills and Handling Complaints

25 minutes of learning covering the following topics:

Introduction

Perceptions

Introduction to Handling Complaints

Handling Complaints

Customer Complaint Process

Investigate

Develop Solutions

Respond

Follow Up

Knowledge and Networks

20 minutes of learning covering the following topics:

Introduction

Developing Expertise

Knowledge

Knowing Your Industry

The Industries You Serve

Knowing the Tertiary Sector, the University and your

Division/College

Building a Network

Partnering with Customers

Communication Skills

55 minutes of learning covering the following topics:

Introduction

Listening Skills

Comparison, Mind-reading, Filtering, Judging

Debating and Placating

Body Language

Active Listening

Summarising

Reflecting

Improve Your Listening Skills

Questioning Skills

Building Trust

Telephone Skills

Voicemail

Answering the Phone

Consultative Selling

25 minutes of learning covering the following topics:

Introduction

The Consultative Service Process

Initial Contact

Determining Need

Effective Customer Meetings

Writing Proposals

Negotiating and Closing

Follow-Up

Finding and Qualifying Prospects

Determining Need