Council of Industry

Manufacturer’s Association of the Hudson Valley

Seminars

Customer Service & Sales Training

The importance of delivering an excellent customer experience is clearly understood by today’s successful business owners. It is the path to increased market share and profitability, as well as the only way in which to earn customer loyalty. Consumer expectations have always been high and will continue to be even more so in the midst of a down turned economy. Additionally, consumers have many more choices for vendors than they’ve ever had before. In order to break away from the pack and differentiate yourself from your competitors, you must exceed your customers’ expectations. This must be done at each interaction point within your organization. Delivering a consistent, memorable customer service experience is the only true sustainable competitive advantage.

The theme throughout the following workshops is tailored for the Manufacturing Industry. Customer service and sales challenges are an inherent part of doing business in any industry. Difficulties with vendor/supplier quality; shipping delays; inventory challenges; and resource limitations are addressed and proactive solutions are generated through participant discussion. Each component in this series will help employees understand the importance of delivering exceptional customer service and the significant role they play in making the customer experience come to life within the organization. Throughout the first segment of this series, participants learn to diffuse and satisfy irate customers; sharpen empathetic listening skills in order to best serve the customer; and discuss a few simple critical thinking strategies, allowing them to think ‘out of the box’ and offer shrewd alternatives.

**All courses will be held at Orange Community College, Newburgh Extension Center Room 111 - Newburgh NY

Where: Orange Community College, Newburgh Extension Center Room 111 - Newburgh NY

Prospecting is a vital component for every sales department in every industry. The ideal methodology for lead generation and relationship selling is to have a combination of both the farmer and hunter attitude. This workshop delves into the characteristics of each attitude and attendees will uncover their personal traits. Participants will learn to move effortlessly through the sales cycle from prospecting, to quote, past objections and raising their close rate. Objection responses will be developed that are unique to each attendees industry, geography and selling style.

Where: Orange Community College, Newburgh Extension Center Room 111 - Newburgh NY

Once the ability to take charge of their own thinking is developed, individuals will use sound criteria and standards improving the quality of their decisions. A critically thinking customer service rep or sales agent will think out of the box and offer alternatives to meet the needs of the customer without forfeiting quality, price or service.