Sales and Customer Service               

A particular emphasis will be placed on technology sales which presents a unique set of challenges. The course will provide participants with an overview of the selling process and assist them in developing and applying appropriate sales techniques. The sales module will address core competencies such as communication, confidence, drive & dynamism, structure & logic, and the ability to influence and persuade. The programme will also develop participant understanding and awareness of the importance of good customer care and will provide them with a range of verbal and non-verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care. On successful completion of the programme learners will be able to identify the needs, expectations and perceptions of both internal and external customer groups and evaluate customer satisfaction measurement tools.

Customer experience management is a key element of the course. It focuses on creating differentiated experiences at whatever touch points the customer chooses to interact with the company. This enables the company to adjust their service delivery capabilities with behavioural shifts in the target market. Customer journey mapping and customer touch points are key areas that are addressed under customer experience management and will form an integral part of the programme. The programme concludes with participants completing an Applied Project.