Sales and Customer Service Training

This dual-focus program blends relationship-building with sales effectiveness. Participants will learn how to turn service interactions into sales opportunities by identifying needs, presenting solutions, and building trust—without being pushy or transactional.

Course Overview

In today’s competitive marketplace, exceptional customer service is no longer optional—it is a strategic advantage. Studies show that 86% of customers cease doing business with a company after a poor experience, regardless of how innovative the product or service may be. Simply put, the experience matters just as much as the offering.

One dissatisfied interaction, like a delayed order or unaddressed complaint, can drive a customer to a competitor—proving that sales and service must go hand in hand. While a strong sales strategy may attract customers, only superior service keeps them coming back.

This Corporate Heights training program is designed to equip professionals with the critical skills to deliver both—effectively combining persuasive selling with world-class customer support. Participants will learn how to develop long-term customer relationships, handle objections, manage complaints, upsell and cross-sell with confidence, and ultimately become ambassadors for customer delight and revenue growth.

Course Objectives

This program empowers participants to:

  • Understand the strategic importance of customer service in driving revenue.

  • Build trust and credibility through exceptional service delivery.

  • Develop practical techniques for managing complaints and resolving issues efficiently.

  • Deliver compelling, solution-oriented sales presentations.

  • Identify customer needs and buying motives to increase conversions.

  • Confidently cross-sell and upsell by aligning value to customer goals.

  • Foster loyalty and long-term engagement through personalized customer interactions.

Training Methodology

Our training adopts a practical, experiential learning approach using the Do-Review-Learn-Apply (DRLA) model. Participants will engage through:

  • Interactive presentations

  • Real-world case studies

  • Roleplays and scenario simulations

  • Group discussions and peer learning

  • Individual and team-based activities

  • Whiteboard brainstorming

  • Live polls and feedback

  • Functional exercises and actionable assignments

Each session encourages two-way communication to ensure that theory is translated into everyday practice.

What’s in it for you?

    • Foster a culture of customer-centricity and accountability.

    • Empower employees to handle customer concerns proactively and professionally.

    • Strengthen brand loyalty and enhance customer retention.

    • Increase revenue through effective upselling and cross-selling techniques.

    • Reduce customer churn by improving service interactions.

    • Position the company as one that genuinely values its customers.

    • Build a team that consistently goes above and beyond to support clients.

    • Master key sales and service techniques that drive impact.

    • Enhance communication, persuasion, and emotional intelligence skills.

    • Become confident in handling objections, complaints, and feedback.

    • Learn how to consistently delight customers and build trust.

    • Increase their value within the organization by becoming solution-oriented professionals.

    • Develop a service-first mindset that supports both individual and business growth.

Who Should Attend?

  • Sales professionals seeking to enhance service capabilities.

  • Customer-facing employees aiming to build stronger client relationships.

  • Business owners and team leaders focused on improving retention.

  • Service and support teams looking to integrate sales into their roles.

  • Anyone responsible for customer engagement and satisfaction.

Course Outline

    • Understanding customer expectations and behaviors

    • Adopting a service-oriented mindset

    • The top 16 values that shape world-class customer service

    • Patience, attentiveness, and solution-focused interactions

    • Blending sales and service into a seamless experience

    • Creating value-driven conversations that result in conversions

    • Making the customer feel heard, understood, and guided—not sold to

    • Building meaningful, long-term customer relationships

    • Navigating digital and in-person service conflicts

    • Ethics and empathy in customer engagement

    • Turning service into a competitive advantage

    • Tailoring messaging to match customer needs

    • Using storytelling to drive product relevance

    • Communicating benefits with clarity and confidence

    • Leveraging repetition and psychological triggers

    • Principles for professionalism and service consistency

    • Five proven methods to drive loyalty and customer involvement

    • Efficient complaint resolution techniques

    • Using referrals to drive organic growth

    • Navigating disagreements gracefully and productively

    • Understanding customer psychology and emotional triggers

    • Best practices for closing sales and securing commitment

    • Techniques for identifying cross-sell and upsell opportunities

    • Confidence in asking for the sale

    • Building a values-driven, trust-centered service model

    • Turning challenges into growth opportunities

    • Strengthening credibility and driving long-term success