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Customer Service Excellence: How to Win and Keep Customers
Providing better, faster service is what will keep your customers coming back.
And that is what will give you the competitive advantage you need to survive in a tough business climate.
In today's customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team's and company's performance. This seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage.
Who Should Attend:
Anyone who provides a service or product to external or internal customers, including customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want to reinforce their skills and train their staffs.
How You Will Benefit:
- Deliver better, faster service and increase customer satisfaction
- Learn how to gain repeat business
- Know what customers expect
- Increase your credibility with customers—and your value to your organization
- Manage stressful situations more effectively
- Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer's problem
What You Will Cover:
The Benefits of Excellent Service
- Focusing on customer service success
- How customer service creates revenue and healthy organizations
Professionalism Under Pressure
- How emotions are created
- Using mental strategies and body language to control your emotional state
- Honoring negative emotions positively
Managing Customer Expectations
- Why customer satisfaction is based on perceptions
- Focusing on customers' top two expectations to save time and reduce stress
Managing Customer Expectations by Personality Style
- Understanding your personality style and that of others
- How to avoid takings things personally
- Expanding your communication skills
Personalized Listening Skills
- Enhancing listening strengths and reducing liabilities
- Identifying your customer's and your own listening style
- Creating better rapport with customers
Vocabulary, Telephone and e-Mail
- How to avoid creating negative impressions with words
- Using persuasive language patterns
- Standing out on the telephone
- Writing e-mail that customers will read and understand
Dealing with Difficult Customers
- Responding effectively to specific customer behaviors
- The physiology of anger
- Turning an angry customer into a happy repeat customer
- Applying emotional management tools
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