Seminar Objective:
The objective of the seminar is to understand total quality in after sales, a comprehensive approach that begins before the sale and ensures loyal customers and repeat sales.
Participants will be able to evaluate and propose solutions in the areas of the company’s internal organization, increasing profitability, customer loyalty, promotion to new or lost customers and the management of conflict situations, if and when they arise.
Methodology
The methodology followed in this program includes both theoretical training and the acquisition of experience through experiential exercises and simulation techniques.
Who should attend:
Executives and experienced employees of Financial Departments, as well as anyone involved in the subject operationally or in a supervisory role and who has relevant experience.
Seminar Content:
- Definition of Customer Service
- After Sales as a Sales Tool
- The “Human Contact” After the Sale
- Promotion to New and Existing Customers – Increasing Sales Turnover, Professional Networking
- Total Quality Management and Customer Satisfaction Control Tools, Customer Loyalty
- After Sales Support as a Link in the Value Chain
- Customer Service and Customer Retention ✓ Customer Expectations
- The Customer’s Way of Thinking Today
- Handling Objections
- Complaint Handling Process
- One-to-One Approach. Body Language
- Why Customers Leave (From the Customer’s Perspective)
- Why Customers Leave (From the Company’s Perspective)
- Service Strategies
- The Ten Commandments of Quality Customer Service