Training Telemarketing Skill and Presentation skill

Telemarketing Skill and Presentation skill training

 COURSE DESCRIPTION

  • Mengetahui dengan persis betapa pentingnya keberadaan Telemarketer sebagai Ujung Tombak didalam organisasi
  • Memperdalam pemahaman komprehensif mengenai bauran Komunikasi pemasaran
  • Meningkatkan Profesionalisme komunikasi dalam pemasaran
  • Peserta dapat merancang sebuah presentasi efektif
  • Peserta dapat menggunakan teknik media presentasi yang berbasis aplikasi komputer
  • Peserta dapat menyampaikan teknik presentasi efektif
  • Peserta mendapatkan trik mengatasi audience dengan beragam karakter

PARTICIPANT

Sales Eksekutif, Telemarketer, Customer Service semua orang yang berhubungan dengan penjualan

COURSE OUTLINE

  • Konsep Dasar Komunikasi Dalam Pemasaran
  • Teknik Telemarketing di Era Globalisasi
  • Teknik Meyakinkan Pelanggan Dalam Telemarketing
  • Teknik Menutup Penjualan by Telephone
  • Aplikasi Telemarkeitng Dalam Smart Handling Complaint
  • Preparing a presentation
  • Organizing presentation materials
  • Working with visual media
  • Managing the content
  • Self-Presentation in presentations
  • Dealing with questions

TRAINING METHOD

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Customer Service Excellence

INTRODUCTION

In a time when gaining a competitive edge increasingly comes down to the experience provided to the customer, Customer Service Excellence has never been more important.

This fast moving, highly interactive programme draws upon the very latest thinking and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible.

The programme delves into the precise meaning of value, what it is that customers actually value and what an organisation can do to ensure it, perhaps uniquely, can deliver it.  Application of the tools and techniques demonstrated on this programme will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues.

Participants will develop the following competencies

  • Understand and be able to exploit, the relationship between Price, Quality and Value
  • Understand which activities add value and which destroy it.
  • Gain invaluable insights into the workings of the customers mind; how influence works and understand the science of persuasion
  • Develop tools and techniques that will consistently build value and enhance both the customer’s experience and also the organisation’s profits

WHO SHOULD ATTEND?

  • Customer service professionals, managers, quality management personnel, voice of the customer analysts
  • All specialists responsible for building and sustaining their company’s reputation for customer service excellence.
  • Marketing Professionals looking to gain and maintain a compelling strategic edge

PROGRAMME OBJECTIVES

  • Understand the true meaning of value and how customer service is the key to success
  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Understand how to build a customer focused culture
  • Learn how to lead customer service performance and professionalism in their organisation
  • Learn how improving customer service will improve business performance and the customer’s experience
  • Gain the necessary skills to recruit, train and motivate staff
  • Understand how to develop and improve internal service standards

TRAINING METHODOLOGY

This programme is designed to be highly interactive, challenging and stimulating. Delegates will learn by a combination of active participation using programme materials, case study review, discussion, syndicate group work, skills practice exercises, training videos and exploration of relevant organizational issues. This programme synthesizes use of relevant organizational theory and customer service best practice with core communication strategies and skills.

PROGRAMME SUMMARY

  • Learn how delivering excellence in customer service is a way of driving greater return on investment
  • Understand and be able to articulate why business must be aligned around the customer to succeed
  • Understand the role of strong leadership as an aid to decision making on customer service issues
  • How to encourage a philosophy and culture of ‘living and breathing customer service excellence’ in your organisation
  • How to ensure you are attracting, motivating and retaining the best people
  • Why skills training and development in staff is essential to excellence in customer service
  • How to use high performance coaching techniques
  • How to encourage positivity in the workplace

SEMINAR OUTLINE

The Business Case for Customer Service Excellence

  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Understanding that benchmarking is not always the answer
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational culture for customer service focus
  • Core foundations for building a customer centric culture
  • Overcoming obstacles to customer service excellence

 

Improving Customer Service Standards

  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
  • The six hats problem solving approach
    • Shifting perceptual positions
    • Resolving complaints, disputes and conflict
    • Role modelling top performers in customer service
  • Moving closer to the customer – rapport skills to build better relationships

Creating a culture of Service Excellence through continuous learning

  • What is a learning organisation?
  • Creating a vision for customer service excellence and continuous learning in your organisation
  • Applying continuous learning strategies to customer service excellence
  • Planning for change – using the Neurological levels model
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building team work, cooperation and collaboration with colleagues

 

Hiring excellent Customer Service personnel

  • The importance of a strong value set in customer service delivery excellence
  • Core customer service qualities and competencies
  • The transferability of customer service skills
  • Retaining and motivating your best people
  • Developing staff engagement in the business
  • Understanding the psychological contract and its impact on staff
  • Using rewards and incentives to motivate performance
  • The importance of the team leader/supervisor in frontline staff employment
  • Addressing ‘real life’ work challenges in customer service excellence

 

Assessing Customer Service training and development programmes

  • Why skills training is on the boardroom agenda of successful organisations
  • How to develop customer service excellence to compete in a global marketplace
  • What to look for when choosing a skills development or training programme
  • Addressing attitudinal issues in learning
  • Assessing the impact of customer service training in the workplace on the customer, the team and the business
  • High performance coaching methods for customer service excellence and staff retention
  • Maintaining positivity in the workplace
  • Action planning to take the learning back and develop it further

 

 

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Marketing Communications and Brand Management

INTRODUCTION

This programme provides participants with an understanding of the concepts of marketing communications and branding activities at a practical level. The focus is primarily on enhancing the skills and knowledge needed to co-ordinate communication activities and manage campaigns. Some theories and strategic issues are covered to provide a relevant context to practice.

WHO SHOULD ATTEND?

  • All those who have the responsibility for developing and managing marketing communications and brand support activities within their organisations

PROGRAMME OBJECTIVES

  • Explain the role and win support for marketing communications from more senior executives
  • Advise on how to create an effective plan tailored to their organisation and stakeholders and using relevant tools and media
  • Plan and deliver advertising, sales promotion, public relations and direct marketing campaigns that achieve their objectives
  • Manage marketing communication and brand support activities using both offline and on-line media
  • Evaluate the effectiveness of communication tools using appropriate criteria such as cost and credibility

PROGRAMME SUMMARY

Effective marketing communications and brand support activities rely on understanding how to influence and build relationships with stakeholders, as well as coordinate activities using appropriate tools.

This programme covers in detail the skills, knowledge and abilities marketing professionals need to plan, implement and evaluate such activities within their organisations and that are appropriate to their internal and external audiences.

SEMINAR OUTLINE

HOW MARKETING COMMUNICATIONS WORK

  • The communications process
  • How audiences process information and make decisions
  • Establishing and maintaining successful stakeholder relationships
  • Above and below the line activities
  • Ethics, responsibility and codes of practice
  • Understanding global audiences and communication challenges

THE MARKETING COMMUNICATIONS MIX

  • How and when to use the tools: advertising, sales promotion, public relations, direct marketing, personal selling
  • Choosing between the different medium: broadcast, print, outdoor, digital, social media, in-store
  • Co-ordinating and integrating marketing communication activities
  • Insights into media planning and buying
  • Developing effective messages using the different types of appeals
  • Creating content audiences pay attention to and understand

Managing Marketing Communication Programmes and Campaigns

  • Selecting between the different marketing communication strategies
  • Frameworks for planning communication activities
  • Developing advertising and sales promotion campaigns
  • Developing public relations and direct marketing campaigns
  • Finances: forecasting expenditure and allocating budgets
  • Metrics and evaluating the effectiveness of communication activities

Developing and Managing Brand Identity

  • Elements of a brand: logo block, strapline, typefaces, typography, colours, tone of voice, photographic style, grids
  • A-Z steps for building a brand: researching markets, finding a niche, putting your culture and identity into words, creating the brand manual, explaining the brand to different audiences, keeping your brand alive
  • More complex branding decisions: naming families, positioning, extensions, multi-branding, repositioning
  • Reproducing the brand: online, video, brochures, stationery, packaging, signage, promotional items, uniforms, vehicles
  • The people aspects: finding champions to keep you on-brand, persuading customers to pledge loyalty to your brand, defending against internal and external threats
  • Best practice branding case studies

Action Planning

  • Putting it all together: developing a marketing communications plan tailored to your organisation and stakeholders
  • Identifying and setting priorities for implementation
  • Winning support from key internal personnel for implementation
  • Personal coaching: presenting the challenges you will face implementing your plan, for feedback and support
  • Developing a personal action plan based on your strengths and areas for development identified during this programme

 

 

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Managing Service Quality and Customer Satisfaction

INTRODUCTION

Customers are the life-blood of any enterprise. The strategic goal for any enterprise must be to understand what the customer decides is quality and then to be able to produce and deliver that quality in a consistent, cost-effective manner. In this programme, you will:

  • Learn about Customer Service and Quality Management Tools
  • Learn how to improve Customer Satisfaction
  • Improve your people skills
  • Learn how to proactively manage and control expectations
  • Develop tools and models to enable you to consistently deliver a high quality product or service to both internal and external customers

WHO SHOULD ATTEND?

  • All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
  • Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills
  • Marketing professionals looking for a compelling strategic edge in the market
  • Team leaders looking to relate to their teams and to higher management

PROGRAMME OBJECTIVES

  • Describe how to use Quality Management tools and methods
  • Build strong customer relationships
  • Help influence and set customer expectations
  • Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
  • Implement improved people skills to enhance customer service
  • Improve service to internal customers as well as external customers
  • Use skills to build effective relationships

COURSE OUTLINE

After completing the programme, delegates will be equipped with the tools, models, skills and confidence to improve and enhance current practices, develop new processes and monitor their success.

This programme will help delegates become customer service champions and equip them with the appropriate confidence, skills and tools to turn any department into a world-class service provider and the envy of all other internal customers.

INTRODUCING QUALITY MANAGEMENT AND CUSTOMER SERVICES

  • Introduction to Quality Management
  • The history of Quality in business
  • Basic Quality concepts
  • What is it that Customers want
  • How can we calculate the total cost of Quality
  • Customer satisfaction is a perception and can be managed
  • Setting customer expectations
  • Changing internal perceptions
  • Getting closer to customers, understanding value
  • Understanding customer needs and expectations
  • Commitment starts at the top of the organisation

SERVICE QUALITY TOOLS & TECHNIQUES

  • Five steps to Effective Quality Management
  • Beginning with measurement
  • Then we need methods of Control
  • Continuous Improvement
  • Service Quality Tools and Techniques
  • Questionnaires
  • Pareto Analysis
  • Nominal Group Technique
  • Cause and Effect Analysis
  • Solution Effect Analysis
  • Selection Grid

MANAGING CUSTOMER EXPECTATIONS

  • Exceeding customer expectations every time
  • Determining how to exceed expectations
  • It’s the little things that matter – increased satisfaction at minimal cost
  • Asking for feedback on performance
  • Ongoing evaluation of effectiveness to ensure satisfaction
  • Maximise the value you deliver
  • Understanding different customer styles

PEOPLE SKILLS TO DELIVER EXCELLENT CUSTOMER SERVICE

  • Back to basics – communicating with our customers
  • Identify Listening Styles for you and your customer
  • Building Rapport
  • Influencing skills
  • Persuasion techniques
  • Dealing with Difficult Customers
  • Understanding Customer Behaviours
  • Understanding where Anger comes from
  • Developing Emotional Intelligence

MAKING IT HAPPEN

  • Using the tools, models and techniques discussed so far in 2 case studies
    • A Real-Life case study (in small teams)
    • Your own work situation (in same-company groups or alone)
  • Tools and approach to be used to include
    • Integrated Quality Management Systems
    • ISO
    • Balanced Scorecard
    • Six Sigma
  • Producing a Plan of Action to take back to the office
  • How to improve customer satisfaction in 5 quick steps

 

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Uncover Selling Opportunities

Deskripsi

Saat ini dunia bisnis makin maju dan berkembang. Banyak sekali bermunculan wirausaha muda dan perusahaan-perusahaan baru yang meramaikan bisnis di Indonesia maupun kancah internasional. Karena semakin ketatnya persaingan di dunia bisnis, maka para pelaku bisnis hendaknya mampu membaca peluang sekecil apapun itu. Menangkap peluang usaha yang muncul dari kondisi real masyarakat dan membekali dengan ketrampilan usaha yang relevan dengan kebutuhan real akan menjadi peluang yang baik untuk memulai wira usaha. Apabila dapat memanfaatkan peluang penjualan maka akan mendapatkan keuntungan yang melimpah serta dapat dijadikan investasi masa depan. Pelatihan ini akan memberikan pemahaman dan pengetahuan mengenai membaca peluang penjualan yang sangat bermanfaat bagi para personil yang bergerak dalam bidang pemasaran dan penjualan.

 

Tujuan

Setelah mengikuti pelatihan ini, peserta diharapkan dapat:

  1. Memahami konsep membaca peluang penjualan
  2. Memahami tips dan trik dalam menjalan bisnis sesuai dengan peluangnya

 

Materi

  1. Konsep membaca peluang penjualan
  2. Sumber-sumber peluang
  3. Rahasia membaca peluang penjualan
  4. Strategi dalam melaksanakan peluang penjualan
  5. Tips mempromosikan bisnis
  6. Hambatan dalam membaca peluang
  7. Solusi yang ditawarkan
  8. Studi Kasus

 

Peserta

Training ini diperuntukkan bagi:

  1. Staff, Supervisor, Manager hingga level diatasnya dari Divisi Pemasaran ataupun Penjualan atau divisi lainnya yang membutuhkan training ini;
  2. Wirausaha, Praktisi, Profesional atau siapapun yang ingin menambah pengetahuan mengenai Sales Management.

 

Durasi : 2 Hari

 

Fasilitas dan Investasi

  • Fasilitas: Hard Copy Materi, USB Flashdisk, Training Kits, Coffee Break & Lunch, Sertifikat, Foto Group, Souvenir;
  • Investasi sebesar Rp. 4.850.000,- per peserta non residential. (Yogyakarta, Jakarta, Bandung )
  • Investasi sebesar Rp. 5.500.000,- (Enam Juta Rupiah) per peserta residential 2 malam minimal 2 peserta dari perusahaan yang sama.*
  • Harga tidak termasuk pajak.

 

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Customer Complaint Handling Training

COURSE DESCRIPTION

For any business to maintain a good reputation and generate loyal customers, handling complaints effectively is very crucial. This Customer Complaint Handling training course looks at how to handle customer complaints effectively, ensuring the relationship with the customer stays intact.

Knowing what drives complaints in the first place is a great way to reduce the overall amount of complaints a business will get. In this Customer Complaint Handling training course we look at how to be pro-active in reducing the complaints a business will receive.

Knowing what drives complaints, how to pro-actively reduce complaints and how to deal effectively with them when they do happen is all in our Customer Complaint Handling training course.

Customer Complaint Handling Training Course – Course Aims

This Customer Complaint Handling Training Course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Customer Complaint Handling Training Course Objectives

By the end of the session, attendees will:

  • Understand what a complaint is and why people complain
  • Know what drives complaints in their individual organisation
  • Understand the skills and approaches needed to deal with customer complaints
  • Be more pro-active in identifying and fixing the things that cause complaints
  • Have a process to follow when dealing with a dissatisfied customer

Customer Complaint Handling Training Course Content

  • Why People Complain
  • Complaint Handling Skills
  • Getting to the Root Cause
  • Dealing with Complaints
  • Being Pro-active
  • Complaints Procedure

Customer Complaint Handling Training Course Benefits

  • Loyal customers who re-use and become advocates for your brand
  • Less paid out in refunds or compensation
  • Happier and more motivated staff
  • Overall less complaints

PARTICIPANT

Anyone in a customer facing role (face to face and telephone) who deals with complaints.

COURSE OUTLINE

Why People Complain

  • What drives someone to complain to a business
  • Feelings and emotions demonstrated during a complaint
  • Common reasons for complaints in the business
  • The impact of not dealing with complaints effectively

Complaint Handling Skills

  • The skills needed to handle customer complaints effectively (i.e. Empathy, Questionning, Asseertiveness)
  • What each of the skills do and when will they be required
  • A simple model to use when handling complaints

Getting to the Root Cause

  • Using questioning techniques to gather all of the facts
  • Showing a customer that you are there to help
  • Using the fact find to calm the customer

Dealing With the Complaint

  • Your body language, voice and the words you use during a complaint
  • Your response when a customer complains
  • Diffusing difficult situations
  • Using the skills in simulated exercises

Being Pro-active

  • Identifying what the causes of complaints are in your business
  • Looking out for reasons why people might complain and fixing it before it gets to a complaint
  • Gathering feedback from customers about their overall experience

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

 

 

 

Strategic Power Sales Training

Training Strategic Power Sales

Is your Sales Team capable of thinking and selling Strategically? The majority of people are capable of making a sale …

… however many prospects are lost in the process. We have only one opportunity with a prospect and if we fail to convince them during the first interaction, the chance of sending them to the competitor is huge.

 Now you can turn any prospect into a satisfied customer.

Find out exactly how to:

  • Strategically engage with the prospect and know what makes them tick
  • Be in control to successfully manage the customer’s decisions to ensure that long relationships are maintained
  • Acquire the skills to ensure that the customer owns your product
  • Ensure that you get BUY-IN from every presentation

This intensive Power Sales Course will:

  • Restore your self-confidence and business-confidence
  • Reduce the amount of lost sales
  • Create additional prospects and sales
  • Give you the edge on your competitors

On completion of the course, the delegates will have achieved in the following areas:

  • Develop the skills of Strategic Power Sales required to deal effectively with the customer, both externally and internally.
  • Learn how to analyse the person both face to face and telephonically in order to build and create rapport.
  • Discover ways of creating that business edge and in so doing generate more business.
  • Learn to create a positive image to gain trust and respect.
  • Remember names of clients and create a business edge.
  • Learn the 5 steps of selling to ensure the customer makes the right decision.
  • Understanding effective prospecting, marketing and account development.
  • Creating a better telephone awareness.
  • Smoking out hidden objections.
  • Walk away with a useful and flexible Power Presentation format that works every time.
  • Learn how to be constantly motivated even when you don’t feel it.

Who will benefit?

Any person within the organisation that deals with internal and external customers, whether face to face or telephonically and wishes to perform effective strategic power sales. Ideal for both experienced and new sales people.

 

Course Outline

  • Learn how to analyse the person both face to face and telephonically to build and create rapport.
  • Discover ways of creating that business edge to generate more business.
  • Create a positive image that creates a business edge .
  • Remember the names of clients long after the deal to gain trust and respect .
  • Learn the 5 steps of Strategic Selling to ensure the customer makes the right decision.
  • Understanding effective prospecting, marketing and account development.
  • Creating a better telephone awareness.
  • Smoking out hidden objections.
  • Have a useful and flexible Power Presentation format.

 

TRAINING METHODOLOGY

  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

Lokasi training Pilihan : di Jakarta, Yogyakarta, Bandung, Bali, Lombok, Malang, Balikpapan, Bogor, Batam, Surabaya, Semarang, Solo, Makasar, Banjarmasin, Pontianak, Timor Leste, Singapura, Kuala lumpur .

Training Sales for Non-Sales people

Sales for Non-Sales people Training

Introduction

As a customer facing representative of your company, your non-sales staff have a unique opportunity to build strong rapport and gain confidence and trust. This course is designed to equip the non-sales person with the skills, knowledge and behaviour that they can use to enhance the customer experience and increase product sales through a consultative approach. By identifying customer needs and understanding the drivers for their buying motivation you can better suggest which products and solutions would work for them and how your product features are relevant and beneficial.
On successful completion of this course participants will :
• Have an improved recognition and willingness to make a positive impact on sales.
• Recognise the bridge between service and sales and make the transition.
• Have the skills to see your business from the client’s perspective.
• Be able to interact with, understand and persuade customers.
• Recognise how to take the fear factor out of selling.
• Develop personal resilience skills.

Who should attend?

This course is ideal for customer facing service staff such as technical staff, support staff, engineers, and administrators. Whether you liaise with customers on the phone, by email or face to face you will gain an understanding of the sales process and psychology enabling greater confidence in your ability to assist customers. It is also of interest to non-salespeople who need to understand how to successfully gain team support for their projects and ideas through uncovering organisational needs and highlighting benefits /value.

Course Outline

  • The changing face of selling in the 21st century.
  • The moving business-we are all in sales now.
  • The new ABC- Attunement, Buoyancy and Clarity.
  • Attunement-understanding and harmonising with the other person.
  • Buoyancy-staying afloat in a sea of no’s.
  • Clarity-The confused customer never buys.
  • Improvisation –the use of improvisation instead of scripts.
  • Giving the client an off ramp – a simple approach to closing sales.
  • Upserving – giving the client more than they expect.

TRAINING METHOD

Lecturing, participative discussion, and case study.

FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB), Bag,.
  • Training Material (HandOut & SoftCopy)
  • Convenient training facilities in stars hotel
  • Lunch and Coffee Breaks
  • Souvenir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Catatan :

  • Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.
  • Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.
  • Bila tidak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa didalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.
  • Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.