Customer Service & Sales Excellence
By the end of this course, learners will be able to:
Understand the principles of excellent customer service.
Handle customer complaints and ...
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Instructor
ITrain
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What Trainees Will Learn:
By the end of this course, learners will be able to:
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Understand the principles of excellent customer service.
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Handle customer complaints and feedback professionally.
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Apply active listening and communication skills.
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Build trust and rapport with different customer personalities.
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Use effective sales techniques to convert leads into customers.
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Upsell and cross-sell confidently and ethically.
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Manage difficult conversations while maintaining a positive brand image.
Topic 1: Foundations of Customer Service
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1
What is Customer Service? -
2
What is Customer Service?
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3
The Customer Journey & Experience
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4
The Customer Journey & Experience
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5
Core Values and Attitudes of Service Excellence
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6
Core Values and Attitudes of Service Excellence
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7
Internal vs. External Customers
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8
Internal vs. External Customers
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9
Service Recovery: Turning Complaints into Opportunities
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10
Service Recovery: Turning Complaints into Opportunities
Topic 2: Communication for Service Success
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11
Active Listening Techniques
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12
Active Listening Techniques
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13
Verbal and Non-verbal Communication
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14
Verbal and Non-verbal Communication
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15
The Art of Asking the Right Questions
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16
The Art of Asking the Right Questions
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17
Email and Phone Etiquette
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18
Email and Phone Etiquette
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19
Emotional Intelligence in Service Delivery
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20
Emotional Intelligence in Service Delivery
Topic 3: Sales Fundamentals and Psychology
Topic 4: Practical Selling Strategies
Ethical Issues in Sales and Service
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37
Ethical Issues in Sales and Service
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38
Ethical Issues in Sales and Service
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39
Personal Branding and Attitude
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40
Personal Branding and Attitude
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41
Handling Difficult Customers
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42
Handling Difficult Customers
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43
Feedback, Reflection & Growth Mindset
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44
Feedback, Reflection & Growth Mindset
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45
Setting Personal and Team KPIs
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46
Setting Personal and Team KPIs
What makes great customer service?
Consistency, empathy, effective communication, and problem-solving skills.
What if I’m not a natural salesperson?
Sales skills can be learned and refined with the right approach and practice.
How can I deal with rude or angry customers?
Stay calm, listen, empathize, and offer solutions while protecting your boundaries.
Can this course help with both in-person and online sales?
Yes. The principles and strategies are applicable to physical and digital sales environments.
Will I receive a certificate after completion?
Yes, a certificate will be issued once all modules and assessments are completed.
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Course details
Lectures
23
Quizzes
23
Level
Beginner
Category:
Google