Sales & service

Telephone skills

Are all your employees providing the best possible telephone service?

Telephone skills

So much of client contact is over the phone these days. So it is critical everyone has awesome telephone technique.

In this training we cover…
♦ Managing the call process
♦ Effective communication skills needed for over the phone
♦ Building rapport
♦ Holding and transferring calls
♦ Giving a positive professional impression
♦ Maintaining enthusiasm

Length: 1 daysmaller-email

Awesome customer service

Do you provide a great customer experience every time?

Awesome customer service

In this training we cover…
♦ What is effective customer service
♦ Understanding needs, expectations and desires of clients
♦ Moments of truth
♦ How to create a positive impression
♦ The skills, tools and techniques needed to deliver a high standard of service
♦ Developing lasting relationships
♦ How to prevent problems and issues
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Length: 1 daysmaller-email

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“By far the MOST requested improvement from customers was ‘BETTER HUMAN SERVICE”

The cost of poor Customer Service, Genesys Global Survey 2009

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Talk to vivare if you want to improve this aspect of your business

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Selling effectively

Are you new to sales? Do you feel uncomfortable selling?

Selling effectively

This is a foundation skills course

In this training we cover…
♦ What is selling
♦ The skills needed to sell effectively
♦ The sales process and how to manage it smoothly
♦ What customers looking for in a sales person
♦ Building the client relationship
♦ Handling customer concerns and objections

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Length: 1 daysmaller-email

Negotiation skills

Do you negotiate in your role? Could you do it better?

Negotiation skills

Negotiation skills are used every day in the work environment. It is important that all involved feel they have benefitted.

In this training we cover…
♦ Planning for negotiation
♦ Key negotiation skills
♦ Assertive communication
♦ Persuasion, power & politics in negotiation
♦ Successful negotiating tactics
♦ How to successfully manage the process

Length: 1 daysmaller-email

Handling client complaints and conflict

Do you dislike dealing with upset or unhappy clients?

Complaints & confict

This is an extension course for those who want to successfully handle those client interactions that are not always smooth

In this training we cover…
♦ The cost of unhappy clients
♦ What is within your control
♦ How can complaints be prevented
♦ How to successfully resolve a complaint
♦ Managing your emotions

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Length: 1 daysmaller-email