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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
Increase the return on
your customer service dollars
Make your customers feel
important and appreciated
Transform complaints into
valuable customer feedback
Say “no” and be firm
without antagonism
Turn the frustrations of
customer contact into self-satisfaction
Win over angry and abusive
customers
Reduce stress and turnover
in customer service jobs
Achieve company goals and
keep customer goodwill
Use convincing expressions
and actions that earn customer trust
Become a master in the art
of listening
Be successful with the
most difficult-to-deal-with people
Stay calm and keep even
the angriest customers from losing control
Gain the customer’s
support for unpopular polices
Learn how to change
customer service policies within your own organization
What You Will Cover
What is the lifetime value
of keeping and cost of losing a customer?
Why customers leave
How do your customers see
you?
How to master your
attitude before, during and after difficult situations
How to obtain important
customer service information
How to master the 5 basic
customer service strategic objectives
How to avoid
misunderstandings
How to make a winning
first impression
How to avoid poor
listening habits
How to use creative
techniques to sharpen your listening skills
What are the 5 words or
phrases that create angry customers?
What are the magic words
and phrases that make happy customers?
The power of using names
and how to remember them
How to avoid making a bad
first impression (in person or telephone)
What are the 10 customer
personality types?
How to present ideas for
positive change within your organization
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.
Name *
Title
Company
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Keywords: Customer
Service training, customer service workshop, customer care, customer satisfaction, customer retention, customer
relationship, listening skills, customer service
