Support Centre Sales & Customer Service

  • Understanding the product and service
  • Explaining the features and benefits
  • Costs, bundles and special offers
  • Managing Customers
  • Handling Complaints & Feedback
  • Up-selling, refunds and legislation
  • Good Customer Service

Description

Pre Sales Knowledge

  • Understand business offering
  • Products & Services
  • Current offers and specials
  • After sales service
  • Retention offers
  • Technical knowledge of business systems

Understanding Customer Needs

  • New and existing customers
  • Identify customer needs
  • Effective questioning
  • Listening
  • Verify customer needs
  • Respond to customer needs
  • Offer specialist advice
  • Advising customers
  • Financial limitations

Offer and Acceptance

  • Estimates and quotes
  • Prepare quotes
  • Explain benefits and options
  • Promote organisation
  • Point of difference
  • Managing customer objections
  • Asking for commitment
  • Identify add-ons
  • Negotiate payment method
  • Finalise documentation
  • Terms and conditions
  • Close a sale
  • Data accuracy

Sales & Accounting Transaction

  • Input sales records
  • Fully record details of sale
  • Amend customer records
  • Customer relationship management
  • Transaction processing system
  • Sales reporting
  • Tax invoices
  • Provide sales support
  • Verify customer satisfaction
  • Customer feedback

Consumer Legislation & Miscellaneous

  • Credit checks and credit rating
  • Delivery instructions
  • Consumer protection
  • Fair trading
  • National credit code
  • Privacy legislation
  • Disclosure of information
  • Contract law

Customer Engagement

  • Product / service knowledge
  • Scripts and guides, FAQ’s, Knowledge base
  • Business policies and procedures
  • Key performance indicators
  • Business systems proficiency
  • Communication skills
  • Answering the telephone or chat
  • Identifying the customer
  • Customer information & privacy
  • Establish customer needs
  • Questions and Attitude
  • Complaints & Issues
  • Documenting & escalating
  • Customer retention
  • Resolution

Customer Service for Existing Customers

  • Customer profiles
  • Customer Feedback & Recommendations
  • Sensitivity and courtesy
  • Difficult service situations
  • Improving service issues
  • Determining options
  • Proactive compensation
  • Preventing escalation
  • Provide internal feedback
  • Recording a problem
  • Problem solving
  • Resolving a problem
  • Notifying management
  • Recording complaints
  • Resolving customer complaints
  • Reflecting and evaluating complaints

Your Customer Service Team

  • Achieving objectives
  • Workplace team
  • Team goals & roles
  • Dealing with conflict
  • Performance Feedback
  • Rewards
  • Planning goals

Increasing Sales

  • Advise on premium products and services
  • Active and passive listening
  • Extras and add-ons
  • Suggestive selling
  • Cross-selling and add-ons
  • Upselling
  • Offering alternatives
  • Efficient service delivery
  • Customer relationship
  • Promoting repeat business

Reinforced Product Knowledge and Improvement

  • Sources of information
  • Develop product knowledge
  • Identify product features
  • Pricing
  • Warranties and agreements
  • Competition
  • Bundling
  • Benchmarking
  • Rational and emotional benefits
  • Customer product complaints feedback

The Career Academy pathway to Nationally accredited training

After completing the pre-accredited online short course students can either go into business for themselves or explore options to complete a nationally accredited qualification and receive a Nationally recognised certificate.

Employability skill

Industry/enterprise requirements for this qualification include:

Communication

  • listening and questioning to identify customer needs
  • using appropriate tone and language
  • writing customer notes, emails and faxes

Teamwork

  • referring matters to nominated personnel as required
  • working as a member of a team and applying knowledge of one’s own role to achieve team goals
  • working with diverse persons and groups

Problem-solving

  • processing complex enquiries
  • searching product and service information, using multiple sources of information to match customer requests
  • using problem-solving approaches to identify customer needs and expectations

Initiative and enterprise

  • contributing to suggestions for improvements to products, services and processes
  • supporting operational plans and organisational goals

Planning and organising

  • maintaining customer records
  • managing and updating multiple information sources
  • operating multiple enterprise systems

Self-management

  • managing own performance
  • managing own time and work priorities
  • managing personal stress

Learning

  • learning new ideas, skills and techniques
  • seeking appropriate technical help with new computerised systems, products and services

Technology

  • using electronic communication devices and processes to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
  • using technology to assist the manipulation of information

 

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