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Motivational speakers, VA, Hampton Roads, Virginia Beach, Norfolk, Virginia, leadership speakers, Keynote speakers, Ed Sykes, Joy Fisher-Sykes

 

The Sykes Group
2476-115 Nimmo Parkway
#196
Virginia Beach, VA 23456
Tel: 757-427-7032
Fax: 757-427-0929

Information:
info@thesykesgrp.com

 

Customer Service Training

Mastering Exceptional Customer Service for Outstanding Results

 

Customers are the life blood of any organization.  The more customer satisfaction we achieve, the more our business and careers will grow.  In this course, you will learn how to make your customers feel important, transform complaints into valuable feedback and sales, increase customer retention, win over angry customers, listen for solutions, “check ourselves” before, during and after difficult situations,  how to make a great first and last impression on the telephone or in person, how to avoid the five words that create angry customers, how to tailor solutions based on different customer personality types, and how to create empathy.

Who Should Attend

Front-line personnel and managers overseeing internal and external customer service personnel and standards.

How You Will Benefit

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Increase the return on your customer service dollars

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Make your customers feel important and appreciated

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Transform complaints into valuable customer feedback

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Say “no” and be firm without antagonism

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Turn the frustrations of customer contact into self-satisfaction

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Win over angry and abusive customers

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Reduce stress and turnover in customer service jobs

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Achieve company goals and keep customer goodwill

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Use convincing expressions and actions that earn customer trust

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Become a master in the art of listening

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Be successful with the most difficult-to-deal-with people

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Stay calm and keep even the angriest customers from losing control

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Gain the customer’s support for unpopular polices

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Learn how to change customer service policies within your own organization

What You Will Cover

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What is the lifetime value of keeping and cost of losing a customer?

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Why customers leave

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How do your customers see you?

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How to master your attitude before, during and after difficult situations

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How to obtain important customer service information

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How to master the 5 basic customer service strategic objectives

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How to avoid misunderstandings

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How to make a winning first impression

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How to avoid poor listening habits

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How to use creative techniques to sharpen your listening skills

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What are the 5 words or phrases that create angry customers?

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What are the magic words and phrases that make happy customers?

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The power of using names and how to remember them

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How to avoid making a bad first impression (in person or telephone)

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What are the 10 customer personality types?

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How to present ideas for positive change within your organization

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How to get the support of managers, co-workers, and staff

Class Length: 2 Days (Ask about half-day and one day programs)

Contact us about how we can customize course for you.

 

Customer Service Information Request Form

Select the customer service items that apply, and then let us know how to we can help you meet your customer service goals.

Send course literature
Send literature on other products and services (Please specific below)
Have a customer service expert contact me

Name *
Title
Company
Address
E-mail *
Phone

   * Required fields

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Keywords:  Customer Service training, customer service workshop, customer care, customer satisfaction, customer retention, customer relationship, listening skills, customer service

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Last modified:
10/09/2011 07:42:15 PM