Customer Service Skills: How to say 'No' and retain Customer Satisfaction

Course Overview

Many organisations seek suppliers by requesting tenders or proposals. The challenge for a business is to submit a tender or proposal that emphasises their strengths and added-value benefits, and differentiates them from other applicants.

This one-day course will provide participants with practical strategies and tools to ensure that the structure, content and presentation of their tender or proposal will maximise the potential for success.

Audience

Any person who wishes to improve their chances of winning more business tenders.

Skills Gained

• Understand different categories of tender - public sector, CCT and market testing
• Review whether to accept or decline invitations
• Use a structured approach to planning tender submissions that focus on how the offered product or service addresses the need(s) of the customer
• Identify critical success factors
• Determine and emphasise key messages that differentiate you from other suppliers
• Make a creative, persuasive response
• Recognise and harness the power of simplicity and relevance
• Construct and use a debriefing strategy

Course Outline

• Course Objectives
• Introductions - Personal aims.
• The categories and types of tender. The Commercial context. (Discussion, exercise and feedback)
• Collecting and analysing information from which to develop your tender submission. Should you accept or decline the invitation?
• Key activities prior to writing - brainstorming, critical success factors, personalities, decision-makers, management style & culture, competition, customer strengths & weaknesses, formats and approach. Social Styles exercise
• Your Tender Document. Setting clear objectives, Options and alternatives, Key communication aspects, structures and content
• The Tender Document in detail.
• Writing Skills, getting your key messages across, improving your project proposal writing, making your proposal reader-centred, addressing your prospects' needs, building a persuasive case,
• Summary; Action Plans Agreed

Customer Service Skills: How to say 'No' and retain Customer Satisfaction / CM030628