Product
Offering:
Course Format
Typical Audience:
Standard Times: |
Classroom Training
1 day
All Business Professionals
8:30 am - 3:30 pm |
High quality customer service is critical for success. Today, all
employees are customer service representatives, and virtually everything you do affects the name and reputation of your
organization. This course will teach you how to exceed your customers’
expectations. You’ll learn how to anticipate customer needs and make
high-impact decisions that will keep your customers coming back for
life.
Learning
Objectives
-
Develop
customer focus.
-
Create win-win solutions.
-
Create customer goodwill and
loyalty.
-
Handle difficult people and
situations.
-
Say "no" appropriately
and effectively.
-
Defuse anger and
misunderstandings.
-
Set yourself and your customers
up for success.
Course
Agenda
- Understand what you mean to your customer and how to provide world
class service.
- Identify your "customer service quotient."
- Use 7 proven methods that keep your customers first in mind.
- Avoid costly breakdowns using the basic communication model.
- Learn why body language talks loudest.
- Utilize the 5 levels of effective listening.
- Relate to your customers using the elements of personal style.
- Handle angry customers with finesse and handle your own anger with
style.
- Understand customer expectations and the limits of your organization.
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Understand why and how to say "no" but still keep your customers
satisfied.
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Recover from even the most difficult situations.
-
Identify behavior that helps and hinders customer service.
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Learn how to provide great customer service to your coworkers.
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Gain 25 ideas to create customer loyalty.
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Use 6 strategic steps to lay a foundation of excellence and develop
lifetime customers.
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