Who Sold You This, Then? Effective After-Sales Service

Introduction

Service staff are the foundation on which future sales are won or lost.  Equipping them with up-to-date after-sales service skills will help them to leave customers with a positive impression of the business and ensure they return when they’re ready to make their next purchase.

Who Sold You This, Then?: Effective After-Sales Service is a helpful introduction to the techniques that strengthen the relationship between an organisation and its customers. It details the four cornerstones of successful after-sales service - defend the sales person, defend the product, defend the organisation and defend the customer – and allows service staff to develop an action plan to improve the way they relate to customers.

Who is the course for?

Who Sold You This, Then?: Effective After-Sales Service is an ideal course for all customer service and after sales staff who have had no formal training in the skills required to satisfy customers and represent the business in a professional light.

This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.

What will you get from this course?

When you have completed this course, you will be able to:

• leave the customer with a positive impression of you, your organisation and its sales staff
• listen to the problem and offer an acceptable solution
• accept faults and know how to respond to criticism
• compile and relay useful feedback
• generate goodwill amongst customers

Course features

Famous faces including Hugh Laurie will show you how to provide a more professional after sales service to your customers.  You’ll follow hapless service repairman Charlie who, during the course of four calls, manages to criticise everything that's important to his business - the products he services, his customer, the salesperson they originally dealt with and the organisation itself. Thankfully, Charlie finally sees the light – and changes his role from troublemaker to trouble-shooter!

Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them.  The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

Steps to Success: Professional Customer Service Skills
Call to Order: Converting Telephone Enquiries into Sales
Sell It to Me!:  Essential Skills for All Salespeople

Course code

104198BT028

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