Whether your organization is big or small, service or manufacturing, it boils down to having customer service skills that enable you to create a profitable and lucrative experience. Many companies forget or ignore the fact that customer service has direct impact on profits - especially future profits. In today's economy, customers are questioning value even with companies they have known for years.
Successful companies will anticipate customer needs and solve problems before the customer knows they even exist. But before you can do this, you have to start with the basics. During this one-day seminar you will learn ways to increase communication with customers in person or over the phone, techniques for dealing with angry customers, keeping your composure under stress, and much more.
Key Information
The Customer Service Mindset
The Service Principle
Creating the Customer Service Environment
Learning What Customers Expect
Important Differences between Internal & External Customers
Is the Customer Always Right?
Managing Customer Expectations
The Nature of Complaints
Key Differences between Face to Face and Over the Phone
Balancing Customer satisfactions with Business Results
Listening to Create Results
Getting to the Core of the Issue
Resolve Issues So They Stay Resolved
Control the Timing and the Direction
Helping to Lead the Other Person to Their Own Solution
Gaining Understanding
Identifying the Real Issue
Recognizing Emotions
Avoiding Misunderstandings
Listening in Hectic Situations
Dealing with Emotionally Charged Situations
Controlling Your Own Emotional Response
Diffusing Negative Emotions
The Art of the Apology
Persuading Them to Take No for an Answer
Benefits of Attending
Get to the essence of a problem
Avoid misunderstandings by clarifying what others are saying
Present each customer with the same, consistent message
Deal with difficult customers
Learn how to analyze what makes your customers happy
Influence others within your organization to become more customer-focused
