- After completing this training participants
will be able to develop their skills of dealing with customer, effectively use these skills dealing with various types of customers, including “difficult” ones, using their knowledge of service marketing and new sales techniques in service with an objective to retain customers.
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| - Introduction
- Effective communication as a basis for
service advisor job responsibilities - Personal behaviour in service
- Customer handling skills
- Tools of communication
- Dealing with incoming phone calls.
- Preparing negotiations
- Developing customer handling skills to
obtain customer trust and satisfaction. - Handling difficult customers and
managing conflicts - Sales techniques in service
- Principles of customer retention
- Closing session
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