Pelatihan Customer Service Excellence

1. Pengembangan Diri
Self Motivation, Yes I Can Attitude & Never Give Up, Positive Attitude, Communication Skill, Emotional Intelligence.
2. Memahami Customer
Understanding Customer Behaviour, Understanding Customer Needs, Understanding Customer Buying Process
3. Berinteraksi & Berkomunikasi dengan Customer
First Impression, Greeting, Approach The Customer, Communicate with
Customer: Communication Process, Verbal / Non-verbal, Active Listening.
4. Ketrampilan Komunikasi via Telephony
Customer Interaction by Phone & Messenger
5. Menyampaikan Solusi & Negosiasi
Product Knowledge, Features, Advantages and Benefits, Demonstration & Trial
6. Mengatasi Keberatan Customer
Listen Carefully, Agree with them, Separate the Objection, Propose a Solution, Answer the Objection, Confirm your answer
7. Closing Techniques
Affordable close, Alternative close, Assumptive close, Balance-Sheet
close, Best-Time close, Bonus close, Demonstration close, Emotion close, IQ close.
8. Meningkatkan Nilai Transaksi
Offering Alternatives, Add On,Up-Selling, Cross Selling
9. Menjaga Hubungan Baik dgn Customer & Mengatasi Komplain
Taking Feedback, Follow-Up, Issue Resolution, Complaint Handling Pembicara
10 Studi Kasus