• The benefits of good customer care
• Good practice procedure when managing face-to-face conversations, telephone calls and e-mails
• Techniques for managing difficult situations, describing skills, tone, body language and word choices
• Effective working by yourself and as part of a team
• Using the skills of successful selling at point of sale
• Knowing how to use the sales environment as support

Who should attend?
Sales personnel

Learning method
This workshop is highly participative and uses facilitator input, plenary discussions, group exercises and forum theatre. There will also be a review and action planning.

Workshop content

Session 1: introduction and objectives
Session 2: What is customer focus?
How do we recognise good customer care? What does it look and feel like?
Why is it important?
Who are our customers and what are their expectations?
What gets in the way of giving this service
How do you view your customers?
What makes exceptional service?
Session 3: the right impression
Creating the right impression – how do you rate yourself?
Session 4: communication skills and customer focus
The three Vs of communication
Questioning and listening skills
Language to clarify and encourage
Delivering the message assertively and confidently
Customer care on the telephone
Effective e-mails
Session 5: handling difficult situations
What are the difficult situations you deal with and what might create these situations?
Managing our own responses and inner dialogue
Handling others’ emotions when dealing with anger and complaints
Saying no professionally
Forum theatre to illustrate real-life situations and how they can be managed
Session 6: review and personal action planning
What are we going to do differently back in the workplace?
How will others notice?