Customer Centric Sales & Services Certificate


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Customer Centric Sales & Services Certificate


Successful organizations are keenly aware of their customers’ needs and strive to meet them. But, what exactly constitutes a customer centric approach to sales, service and operations?

This course defines customer centricity and provides proven, specific models for executing that strategy from the initial sales process through service delivery and service recovery.

NJII Customer Centric Salesand Service Who Should Participate

Who Should Participate?


This program is designed for sales professionals and leaders in all types of organizations that value customer centricity. The curriculum is designed to help attendees enhance their client centric sales and service skills using behavioral and organizational development best practices.


Program Benefits


  • Understand the complexities of a customer centric approach to organizational development
  • Identify the characteristics that support a customer centric culture
  • Explore models for consultative selling and service recovery

Meet Your Instructor


Dave Mitchell is the author of The Power of Understanding Yourself, The Power of Understanding People and Peak Performance Culture: The Five Metrics of Organizational Excellence. Over 400,000 people have attended Dave’s “enter-TRAIN-ment” seminars on topics that include leadership, customer service, selling skills, and personal performance enhancement. His clients include Allstate Insurance, Bank of America, Universal Studios, Hilton Worldwide, Sub-Zero Wolf Appliances, Electrolux Appliances, Trek Bikes, Walt Disney World and the CIA.

In July 2013, Meeting Professionals International selected Dave as the Meeting Madness winner for Best Speaker of the Year at their World Education Congress in Las Vegas. In September 2015, Meetings and Conventions Magazine named Dave one of the Best Speakers of the Year. Dave graduated magna cum laude from Eastern Illinois University with a B.A. in Mass Communications and Business Administration. Later, he obtained his M.Ed. in Global Human Resources Development from the University of Illinois. He spent 12 years in broadcasting and as a human resources executive before he founded the Leadership Difference, Inc. in 1995. Dave has served as an adjunct professor at the University of Illinois and designated as a Certified Advanced Wine Sommelier by the International Wine Guild.



Courses Included


The Power of Understanding People

8 Hours of Interactive Instruction

  • What are Metacognition, Cognitive Schemas and Interactive Styles
  • Group Exercise: The Impact of Schemas
  • The Power of Understanding People Assessment
  • Identifying Your Interactive Style Preferences
  • Explore the Four Icons of Interaction
  • How Interactive Style Impacts Consumer Needs
  • Group Exercise: Adjusting to Diverse Style Preferences
  • What are Intrinsic Needs and How Do They Link to Interactive Style
  • Group Exercise: What Consumer Style Does Your Organization Attract
  • Reflection and Debrief
The Heart and Art of Customer Service Excellence

8 Hours of Interactive Instruction

  • What is a “Servant’s Heart?”
  • What is Customer Experience?
  • Critical Interactions
  • Journey Mapping
  • Group Exercise: Creating a Customer Journey Map
  • Filtering: Positive, Neutral, Negative
  • The First Four Minutes Phenomenon
  • Group Exercise: Journey Strategies
  • Customers: Evangelists, Satisfied, Unsatisfied and Heretics
  • Group Exercise: Customer Retention Strategies
  • Reflection and Debrief
Consultative Selling: The Client Centric Sale

8 Hours of Interactive Instruction

  • The Importance of Consultative Selling in a Customer Centric Organization
  • Establishing Rapport by Interactive Style
  • Identifying Critical Customer Needs
  • Achieving Service Provider Credibility
  • Group Exercise: Creating a Credibility Statement
  • Framing and Bridging Capabilities to Needs
  • Group Exercise: Framing and Bridging
  • Reflection and Debrief

Consultative Selling: Delivering a Client Centric Sales Presentation

8 Hours of Interactive Instruction

  • Review of Consultative Selling Model
  • Group Exercise: Presentations (10 and 10)
  • Individual Feedback
  • Reflection and Debrief
Service Retention and Recovery

8 Hours of Interactive Instruction

  • Revisit: Evangelists, Satisfied, Unsatisfied, and Heretics
  • What is Your Special Sauce?
  • Handling Customer Concerns
  • Group Exercise: Navigating Customer Concerns
  • Closing and Onboarding New Customers
  • Customer Retention Strategies
  • LAST Model of Service Recovery
  • Group Exercise: Service Recovery
  • Reflection and Debrief
NJII Customer Centric Salesand Service Upcoming Sessions

Program Details


Cost:  

  • Groups:  Cost Varies. Our leadership programs are ideal for groups of almost any size and can be customized to suite your unique needs. Contact us to learn more.    
  • Individual Students:  $3,000  

Time:  40 hours 

Dates: 4/26/21 

Format:  Live, online, instructor-led classes 

Skill Level:  All levels 

Type:  General Knowledge 

If you are interested in this program, please fill out the form below and we will contact you when dates are available. 

 

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