Sales and Marketing Support for Small and Midsize Business

About Action™ Customer Care Training and Coaching

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Customer care personnel have more frequent customer contact than sales people, managers, and owners. Our program gives these individuals - who may work in customer service, billing, accounts receivable, or marketing - a solid foundation of basic sales principles as they apply to their everyday jobs. We equip them to turn routine work into opportunities to build business.

Goals

For the company, to deliver world class customer care by developing communication skills that build strong and long lasting customer relationships, support the sales effort, and directly add sales and profits to the bottom line.

For the participant, to build confidence, learn new skills, work more effectively with internal customers, gain a deeper understanding of customer needs, and solve customer problems more efficiently and with less stress.

Selling for Non-Sellers training and coaching consists of six modules. The program can be conducted in group workshops or individual one-to-one sessions, and can be customized to focus on your specific needs.

    About the Customer — In-depth exploration of customer expectations across the four critical areas of customer wants and needs. This module can focus on internal or external customers.
    About You — Analysis of key customer care attributes and how to leverage individual strengths and improve weak areas.
    About Us — Review of company strengths and how to present them to customers, along with a survey of the competition.
    Problem Solving Workshops — Search for new and better ways to handle the typical problems that affect customers in your world. This module can focus on internal or external customers.
    About Questions — Basic question-asking skills and strategies to gain a fuller understanding of customer needs.
    About Negotiating — How to respond to customer requests and demands, reduce tension, and bring negotiations to a win-win conclusion.

If your company wants a meaningful competitive advantage, start building a world class support staff now.

Contact me today for program details and to discuss your specific needs.