Training programs

Customer service

A one day interactive workshop

The sales team is not the entire company, but the entire company should act as a sales team. These legendary words of Heinz Goldmann are still very true today.

Customer service, technical support, administration, they all play a crucial role in the customer satisfaction process that leads to higher rebuying rates. In this program we work in a very interactive way on those skills that contribute to the value experience of the customer.



Effective customer communication
  • How to communicate with customers and stakeholders
  • Evaluate our current approach
  • Awareness concerning the present skill level
  • Looking for areas of improvement
  • Constructive feedback Two key notions for more effective communication
  • A customer specific case
  • Exercises


Telephone techniques
  • The specifics of oral communication: no visuals, only voice and noise
  • What happens when we talk to people on the phone
  • Come to a better control of the medium
  • Guidelines: golden rules
  • Exercises


E-mail communication
  • The power and the danger of e-mail
  • E-mail has become an important medium
  • How to use it to support our communication
  • Guidelines: golden rules
  • Examples and exercises


Complaint handling
  • The psychology of complaints: dealing with the emotions
  • Insight in the mechanism of customer dissatisfaction
  • Acknowledging the complaint
  • Dealing with it in a structured and constructive way
  • Scheme of complaint handling
  • Corrective and preventive measures
  • Cases and exercises


Conflict resolution
  • Reduce the stress level in difficult communication situations, with customers and internal suppliers
  • Produce insight in stress levels and conflict situations
  • Use persuasive techniques
  • Prevent conflicts from arising
  • Guidelines for prevention and handling
  • Case and exercises


Action plan


FREE sales counseling

What do I say to my customers? How can I serve them in these dire times? How do I reach out to new customers who probably can’t even take my call?

So many sales related questions. The Valueselling consultants are here for you.

Book an appointment for free counseling and we will try together to find some useful answers to your sales challenges.

Or contact us about something else

"*" indicates required fields

We’ll never share your personal information with anyone else.