In The Essentials of Excellent Customer Service, you'll learn...
- How to make every customer feel important
- How to avoid the mistakes that cause most customer conflicts
- How to handle a customer who’s rude, abusive or questions your authority
- How to manage several customers who want your attention at the same time
- And much more!
The task of providing truly excellent customer service is a challenging one, but this in-depth workshop covers all the bases—from learning how to make an immediate good first impression to winding up every transaction on a positive note—and everything in between. No matter how sharp your skills are right now, you’ll benefit from the latest (and best) customer service tips and techniques. Plus, we’ll show you how to keep yourself energized, motivated and positive as you work to build trust, loyalty and repeat business.
WORKSHOP AGENDA
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Building customer rapport and good will+
- Which “people skills” make a difference for customer service and public contact pros
- How to make every customer feel important
- How to use words that trigger positive, good feelings
- What customers really want—the 3 ingredients for making customers happy
- How to determine if your company has “customer friendly” policies and procedures
- How to measure your customers’ level of satisfaction with your service
- How to use a customer’s name—and how to avoid overdoing it
- What words and actions signal a “ready to help” attitude that makes customers feel good
Handling problems and complaints+
- How to spot opportunities for turning complaining customers into lifetime customers
- Recognizing the root sources of most misunderstandings and customer conflicts
- How to explain company policy in a way that won’t put customers on the defensive
- How to repair a damaged customer relationship
- The 5 principal reasons customers complain and how to handle each one
- What to do when you’re about to “blow up” at a customer
- How to say “no” when you have to without arousing resentment
How to communicate with customers+
- What specific words and phrases make customers trust and like you
- How to avoid the words that trigger negative, unhappy reactions
- How to get the information you need from telephone callers without offending the caller
- How to avoid the 9 most common listening mistakes people make on the telephone
- How to handle overly talkative customers without hurting their feelings
- How to deal with customers who aren’t fluent in English
- How you say it is just as important as what you say—how to hear yourself as others hear you
Dealing with difficult customers+
- How to deal with unhappy, irrational, angry and upset customers
- How to keep from being intimidated by overbearing customers
- What to do when you feel yourself becoming angry with a customer
- What to do when a customer questions your authority
- How to deal with ultra-difficult customers
- How to deal with personal verbal attacks
- What to do when you’re confronted with someone who’s rude and abusive
Projecting a professional image+
- How to keep yourself energized, motivated and positive
- How to evaluate your telephone image—is it serving you?
- How to make an immediate good first impression
- How to sound polished, positive and professional on the telephone
- How to look good and sound wonderful even when you feel awful
- How to make your voice sound as friendly as a smile
How to be a customer service superstar+
- How to be a catalyst for building teamwork, cooperation and support with your associates
- How to work well with the other departments in your company
- How to increase sales and profitability through good customer service
- What customer service people need most from their managers
- How to handle it when several customers want your attention at the same time
- How to wind up every customer transaction on a positive note
