Commercial Support

For ambitious Support Members only!

Insights

We do not beat around the bush: this training is especially for 'Support members' who, like us, are convinced that their work is key to the commercial success of your company. And to be even more clear: come to this program if you also think that the way you deal with customers directly determines customer loyalty and their buying behavior. In the end you are the one who has the most frequent contact with customers and can make the difference. It is your influence that ensures that the customer has a positive image of you, asks for advice, puts his complaint on the table and purchases again. As a commercial support you even arrange a part of the success of the sales force!
If you see this and you want to offer your client the best, then this boot camp-type training is your programme. During 2 days you work with approximately 10 others on customer-oriented communication, building relationships, problem solving and stress resistance. You bring your own situations to the training, so all your new insights are directly applicable in your work.

Who's it for

Employees of the commercial back office, technical service or support, customer service, call center and office staff.

Benefits

  • For you personally: remain positive and constructive in the most complicated client situations, which saves you energy. You have confidence in how to deal with problems, you conduct inspiring conversations with customers and you make them Active References.
  • For your organization: an increase in the number of satisfied customers and Active References, resulting in a growing turnover, time savings for the sales force and better conversations with customers, as a result of which their needs are clearly mapped out.

EUR 1580

Dates May 7, 2019
Jun 11, 2019
Language Dutch
Region Amersfoort
Contact Hoofddorp office, Netherlands

(+31) (0)23 5584 400

info.netherlands@krauthammer.com

* This total investment (excl. VAT) includes all material and catering.

Learning journey

Commercial Support

Autonomous learning

Portal

Learning experience system Koach

Our multi-device user-centric platform provides an immersive learning experience that improves learning engagement

Elearning

E-learning

Complete range of digital content

Memo card app

Memo Card App

Helpful memory triggers always at hand

On the job practice

On-the-job practice

Our learning journeys stimulate maximum on-the-job practice with frequent opportunities to report back and share successes.

Face-to-face interaction

Class room training

Class room training

Essential time to practice and learn through role and real plays

Virtual interaction

Positive mirror

Positive Mirror

Sharing positive feedback

361

361° online self & peer evaluation

361° behavioural snapshot

Programme

Day 1 - Understanding the needs of the client

  • Understanding your internal and external customers.
  • Developing the mind set for customer-centric communication
  • Mastering the skills for customer centric communication
  • Activating customers into pro-active lead generators
  • Positively influencing at all points of customer contact (face-to-face, telephone)
  • Develop acceptance for different points of view
  • Questioning to discover, Listening to understand

Day 2 - Offering solutions that matters for the client

  • Reporting on results achieved
  • Controlling your stress reaction
  • Mastering the art of positive influencing
  • Turning complaints into opportunities
  • Managing the situation to grow customer satisfaction
  • Gaining acceptance for proposed solutions (internal and external)
  • Saying NO effectively
 

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