| | Ideal Attendees - Executives
- Managers
- Salespeople
- Customer Service Representatives
- Professionals who work as Technical Support, Hot Line, or Help Desk
- Professionals who work on a Team
- Operators, Receptionists, Administrative or Sales Assistants
- Everyone in a Customer Focused Organization
Course Objectives - Appreciate how customer service efforts impact company profits;
- Understand that internal customer service is just as critical as external customer service;
- Prioritize and focus on the top expectations of customers;
- Identify one’s own personality style and the personality styles of customers;
- Apply personality knowledge to communicate more effectively with customers;
- Have influence in the organization by documenting customer concerns;
- Make better choices to improve attitude;
- Develop a personalized strategy for improving listening skills;
- Choose vocabulary that is calming and persuasive;
- Refer to a recovery system for turning angry customers into happy repeat customers;
- Practice a three step system for maintaining professionalism and composure when dealing with irate customers.
Course Length | | Course Outline - The Financial Impact of Service
- Customer Service is an Attitude not a Department
- Internal and External Customers
- Internal Service is just as Important as External Service
- Customer Expectations
- Focusing and Prioritizing the Top Expectations of Customers
- Creating a Service Mission Statement to stay Focused
- Attitude
- Attitude is a Choice that is Controllable
- A Formula for Success
- Having Influence in the Organization
- Understanding the Two Levels of Customer Service
- Documenting Customer Concerns
- Personality Styles
- Understanding Styles
- Typing Ourselves and Others
- Applying to Customer Relations and Team Building
- Listening Skills
- Three Styles of Listening
- Removing Obstacles to Listening
- Practicing Proactive Listening Habits
- Handling Customers With Listening Problems
- Telephone Techniques
- Standing Out From the Competition
- Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail
- Vocabulary
- Keeping Customers Calm with Words
- Persuasive Language Patterns to Gain Cooperation
- Angry Customers
- 5-Steps from Angry to Repeat Customer
- 3-Steps for Maintaining Our Composure
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