Customer Service Excellence Session
Overview
Customer service is an essential part of delivering customer satisfaction. Good customer service whether before, during, or after a sale, will result in happy customers, which in turn creates good reviews, recommendations and repeat business. Poor customer service will result in unhappy customers, poor reviews, and no repeat business which is why we all strive for good customer service.
This training session is designed specifically for the self storage industry and will provide you with the tools and skills needed to ensure your organisation delivers not just good, but excellent customer service, all the time, even in the most difficult and demanding of situations.
Christel is a popular business coach/consultant and an experienced sales and marketing trainer with extensive experience working in the self storage industry. She regularly delivers sales and marketing training sessions for the SSA UK and FEDESSA.
Christel started working in the storage industry in 2002, and has since then worked in a variety of roles. For the past 11 years, she has been supporting the growth of storage companies around Europe, Asia and Australia as a trainer, consultant and business coach. Christel is also the author of the only book to date on sales in the self-storage industry.
Combining her engaging training style with an enormous amount of industry knowledge, Christel will give you all the tools you need to grow your sales skills and improve your performance. The session will cover:
Led by Christel Land, this session will cover:
• How to deal with “difficult” customers and turn challenging situations into a positive experience
• What types of online and offline tools you can use to extend the customer service experience beyond direct contact with you
• Which factors influence customer loyalty, even after customers stop renting from you
• When and how to build in surprises to your customer experience, in order to create a ‘wow’ factor
• Fundamental negotiation skills so you are ready when customers ask for more than was initially offered
• How to even turn debt collection into a customer service exercise
• How to communicate with customers if accidents or mistakes happen
• How different customers may express stress and what we can do to reduce this stress
• Which KPIs can be measured to monitor satisfaction and loyalty
The training is relevant to self storage staff who work with customers or anyone who manages teams that do. It is not tailored to a specific business size; the topics and exercises are equally relevant for larger chains as for single store operators.
Christel Land
Cost: £140 + VAT
Note: This training is exclusive to SSA UK & FEDESSA members
