Upselling and Service Recovery
Upselling and Service Recovery
The Mersey Partnership is offering a new approach to customer service training covering both sides of the customer service spectrum - upselling and service recovery. The two workshops detailed below are offered together delivered over a full day and complement each other
Inform- Ask-Enhance (effective upselling)
Businesses and staff often assume that their customers have full and detailed knowledge of the range of services, facilities and products they offer and that customers will always ask if they require anything additional. This is often not the case. Also as businesses within the hospitality, leisure and visitor services sector cannot display their offer as on supermarket shelves staff have to remember to
Inform customers of the additional services, facilities and products on offer using positive communication skills
Ask the customer if they would like to buy and by doing so
Confidently and professionally Enhance the customer experience
This half day workshop will enable staff to improve, update and enhance skills and techniques so that they can confidently, professionally and in a customer focused manner UPSELL.
And
Loyal or Lost Customers? Your Choice
In business things don’t always go well problems can and do occur, mistakes can be made and customers can and do complain – BUT how you or your staff deal with that situation can make the difference between
Retaining and creating Loyal Customers
Or
Lost customers who will regale everyone with their tale of woe!
This half day interactive and motivating workshop will give participants a greater understanding of why customers become frustrated and angry, what they can do to help pre-empt this; the necessary skills, techniques and manner to deal with problems and complaints and simple but effective tips for implementation in the workplace.
When and Where?
The next courses will take place:
There are no scheduled workshops at the moment
For further information click on the download to the right of the page or contact Natasha Qureshi 0151 237 3940 or email natasha.qureshi@merseyside.org.uk
