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Description

Sales Support and Order Management: Processing Orders, Informing and Retaining Customers

Two days to hold the customer relationship together day to day, between field urgencies and internal constraints

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Order management sits at the crossroads of every flow: a salesperson promises a delivery date, logistics announces something different, and the customer calls expecting an immediate answer. Complaints come in on the same line as orders, and the day is spent putting out fires.

These 14 hours address the role from the perspective of internal and external customer satisfaction. Participants structure order processing, improve their written and telephone communication, learn how to deliver bad news and organise their priorities when several urgent matters arise at once.

Learning objectives

  • Structure the processing of an order from receipt through to invoicing
  • Write clear and unambiguous customer messages
  • Announce a delay or an out-of-stock situation while protecting the relationship
  • Handle a complaint through to the answer given to the customer
  • Organise priorities across several urgent requests
  • Coordinate your work with the sales and logistics teams

What makes this programme different

Real customer emails rewritten and then compared as a group
Practice in announcing a delay to a dissatisfied customer
A prioritisation method tested on a reconstructed typical working day

Programme

1A Role at the Heart of the Flows

Internal and external customers

  • Order processing steps and points of breakdown
  • Interfaces with sales
  • logistics and accounting
  • Commitments made to the customer and their traceability
  • Information to be reported back to the salesperson

2Written and Telephone Communication

Being understood first time

  • Structure of a short professional message
  • Wording that commits you and wording to avoid
  • Handling an inbound call and restating the request
  • Closing the call so the customer feels reassured

3Difficult Situations and Complaints

Announcing and putting things right

  • Announcing a delay or a stock shortage
  • Receiving a dissatisfied customer and defusing tension
  • Finding an acceptable solution within your remit
  • Following the complaint through to closure

4Organisation and Contribution to Sales

Getting through the day

  • Prioritising between urgent requests and background tasks
  • Managing interruptions and internal requests
  • Spotting sales opportunities during customer exchanges
  • Contributing to the retention of the customer portfolio

Who is it for

Sales support officers · order management and customer service administrators · office-based account handlers and customer service staff.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.