Sales and Marketing Training

Designed for:
Customer service representatives
Sales and marketing professionals
Customer service supervisors and managers Field service representatives
Account managers
Front line workers

Your gain

By the end of this course you will be able to:

• The skills to provide Legendary service to all customers
• The ability to recognize the needs and expectations of a customer
• The ability to maintain excellent impression for yourself and your company
• Maintain a positive, customer-focused attitude, even in challenging situations.

Contents
• Finding out what your customers want and need and putting it first
• Making the customer feel special and valued
• Positive words, tone and body language is the impression you create
• Establishing rapport with customer
• Asking the right questions – TED technique
• Showing real empathy – ensuring the customer feels listened to
• do and don’t in customer service
• Showing a ‘brand’ image
• Using C.A.R.P system to resolve customers’ complain
• Giving ‘bad news’ and saying ‘no’ constructively
• Defusing a difficult situation
• Demonstrating empathy – exploring options and alternatives
• Balanced behavior responses
• Acting on feedback from customers
• How to generate customer loyalty
• Improving the brand experience
• What do your customers think about you and your organization?
• Extremes of behavior – aggressive, sociable, cautious
• Understanding behavioral change
• Managing customer complaints
• Managing extremes of behavior
• Managing your emotion and your customer’s emotion
• Managing angry and abusive customers and staying calm under pressure
• Using the complaint to re-shape the ‘customer experience’
• Genuine, sincere and proactive customer service

Skyrocket training is having a large team of professional experts which provides an extreme range of soft skills training, management training, language training and IT training courses. Our soft skills experts are having a wide experience in soft skills management and soft skills training, we are a reputed name in providing soft skills training in Dubai, management training courses in Dubai, Communication skill training and various professional courses. We lead our trainees in such a professional way that become a quality professional in our respective training courses like management training, project management training, language training courses, training and development and IT training.

Course Date

October 04 & 11, 2014
December

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Video courses to build new skills from start to finish.

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Amber Ivy (Grancie Company)

*Courses can be conducted in English and/or in Arabic, or in any other language

*Courses can be attested from knowledge and Human Development Authority at nominal fees

To Book Your Seat, Please Contact

Office 235, Matloob Building, 2nd interchange, Sheikh Zayed Road, P.O. Box 211981 Dubai, UAE

Phone: +971 (4) 3791185 / +971 (4) 3791186, Fax: 04- 3791186,

Cell: +971 562738022 / +971 56 146 6094 / +971 50 714 0691

Email: info@skyrocket-training.com, www.skyrocket-training.com