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Sales and Customer Service

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What's the big deal about Sales and Customer Service training?

Although many sales professionals would probably rather spend their precious time speaking with potential customers than sitting in a training session, the development of skills to maintain high quality customer relationships and to achieve win-win outcomes is essential for personal and organisational success.

Similarly, good customer service is the basis for sustained success - both profit making and not-for-profit, all organisations are accountable for their customers’ satisfaction. Whether the customer is external (purchasing/receiving products or services) or internal (dependent on colleagues for the provision of information or services), meeting the expectations of customers is key to survival. When there is customer loyalty, the customer retention rate is high and business results tend to follow. Conversely, dissatisfied customers often vote with their feet, telling eight to sixteen others by word of mouth about their dissatisfaction, and potentially thousands of others through the internet.

Individuals wishing to improve their sales or customer service skills are often interested in finding ways to:

      • Quickly develop a strong professional rapport with their customers, no matter whether they like them or are like them
      • Achieve win-win outcomes, even when a win-lose is tempting, or a lose-win seems inevitable
      • Meet, exceed and manage their customers' expectations in relation to what they can realistically deliver
      • Deal effectively with customers' objections, complaints, concerns and difficult behaviour
      • Promote and protect the reputation of their organisation, whilst maintaining personal credibility
Becoming effective in a sales or customer service role is not just about being helpful and attentive. It also involves the application of a range of inter-personal skills that are underpinned by a genuine respect for the customer and a desire to reach mutually acceptable outcomes. Without that, the interaction may become stilted and disingenuous - creating the opposite to the desired effect.

Is it time to kill-off the

effective communication and relationship management

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"Always render more and better service than is expected of you, no matter what your task may be."

Og Mandino

Top Tips from H2

How to implement excellent customer service

Excellent customer service is vital for the survival of any organisation. Click Here for some information on excellent customer service, and some tips on introducing a customer service focus.

How to make a good impression on the telephone

More of our interactions with customers take place on the telephone than face-to-face. Click Here for some information on the importance of effective telephone skills, and some tips on portraying and maintaining a positive image over the phone.

How to make informative, stress-free presentations

Fear of public speaking is not uncommon. Whilst most of us are happy to talk to one or two people in an informal setting, the thought of standing before a large group fills us with horror. However, public speaking skills can be developed, and anyone can learn to give informative and stress-free presentations. If you haven't given a presentation before, or you're nervous about doing so, Click Here for some ideas on making your presentation informative and stress free.

Click the 'play' button below to see US comedian turned customer service speaker, "Ross Shafer" tell his story about a room service associate who went just 30 seconds out of her way, but provided outstanding service that's become the talk of the internet...


Sales and Customer Service Training

Would you or others in your team benefit from training in sales and/or customer service?

As well as the information and advice availble from the internet and from reading books, there's huge additional benefit to be gained from the interaction, practical exercises and valuable feedback that face-to-face training and coaching gives. In relation to the category of Sales and Customer Service, H2 offers:

Communication and Relationship Management Training

We offer a range of open courses within this category. They're held in Central London in convenient locations on a regular basis, and a place costs from just £270 +VAT per person for a 1-day course. Click on the "Open Courses" button above for more details.

We can deliver any of our open course topics at your own premises or at a local venue of your choice. we charge a flat daily fee from £800 +VAT per day (from £700 +VAT for not-for profit organisations), for any number of attendees up to 12 people, dependent only on the location and the duration of the course. Click on the "In-house Courses" button above for more details.

Our bespoke service involves us designing and delivering a tailored course to meet your more individual requirements. Following a short but effective pre-course consultation, we put together a course programme that reflects your specified priorities, and that includes exercises based on real-life case studies/scenarios. This helps us to ensure that the course stays focussed on the issues that are most important to you and your delegates. Click on the "Bespoke Training" button above for more details.

We offer all of our open course topics as 1:1 training. The cost is dependent upon the topic, location and duration and we offer discounts for two or more sessions. For example, the fees for our standard 1:1 training in Central London covering an open course topic (such as "Dealing with Difficult Customers") are £550 +VAT. Click on the "One-to-One Training" button above for more details.

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