This comprehensive 8-hour course is designed to equip staff with the essential skills and knowledge to excel in customer care, telephone etiquette, up-selling, and sales techniques. Through a combination of interactive lectures, practical exercises, and real- life scenarios, participants will gain insights into building lasting client relationships, maximizing revenue opportunities, and enhancing the overall customer experience.

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Learning Outcomes:

By the end of this course, participants will be able to:

 

• Demonstrate proficiency in effective customer communication and telephone skills.

• Apply up-selling and cross-selling techniques to increase revenue and enhance customer satisfaction.

• Identify customer needs and preferences to personalize recommendations and services.

• Overcome objections and handle difficult situations with confidence and professionalism.

• Utilise persuasive language and selling strategies to achieve sales targets.

• Cultivate a positive and welcoming environment that fosters customer loyalty and repeat business.

 

Conclusion:

Through this comprehensive course, participants will emerge as adept professionals equipped with the essential skills and knowledge to deliver exceptional customer care, drive sales, and foster lasting client relationships. With a focus on practical application and real-world scenarios, this course will empower participants to excel in a competitive industry landscape.

 

 

Module 1:

Foundations of Customer Care (2hrs)

 

Description:

This module lays the groundwork for delivering exceptional customer care.

 

Learning Outcomes:

• Understand the importance of customer service in the beauty / healthcare / hospitality industry.

• Develop active listening and communication skills.

• Identify different customer personalities and preferences.

 

What the Student Will Get Out of This Module:

Participants will gain a deeper understanding of customer expectations and how to effectively meet their needs.

 

Module 2:

Telephone Etiquette and Communication Skills (2hrs)

 

Description:

This module focuses on mastering telephone etiquette and communication skills to provide seamless customer service over the phone.

 

Learning Outcomes:

• Learn best practices for answering calls professionally and courteously.

• Handle inquiries, appointments, and complaints with confidence.

• Develop techniques for effective telephone communication and rapport- building.

 

What the Student Will Get Out of This Module:

Participants will be equipped with the skills to create a positive impression and deliver exceptional service during telephone interactions.

  

Module 3:

Up-selling and Cross-Selling Techniques (2hrs)

 

Description:

This module explores strategies for up-selling and cross-selling products and services to maximize revenue and enhance customer satisfaction.

 

Learning Outcomes:

• Understand the importance of up-selling and cross-selling in the beauty / healthcare / hospitality industry.

• Identify up-selling opportunities based on customer needs and preferences.

• Learn persuasive techniques to encourage additional purchases.

 

What the Student Will Get Out of This Module:

Participants will gain the confidence and ability to increase sales through strategic up-selling and cross-selling techniques.

 

Module 4:

Sales Techniques and Closing Strategies (2hrs)

 

Description:

This module delves into effective sales techniques and closing strategies to achieve sales targets and drive business growth.

 

Learning Outcomes:

• Master the art of persuasion and influence in sales.

• Overcome objections and handle rejections professionally.

• Learn closing techniques to seal the deal and secure customer commitment.

 

What the Student Will Get Out of This Module:

Participants will acquire the skills and knowledge to confidently drive sales and exceed targets in a customer facing environment.

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Funding

The course is eligible for the JobsPlus Investing In Skills Scheme. We provide support to fill in the documentation. Contact us for more info.