Duration: 2 Days
In this course, you will learn how to communicate professionalism, gain respect, enhance customer relationships, and secure an overall competitive advantage through customer service excellence.
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain 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.
What You Will Learn
- Deliver better, faster service and increase customer satisfaction
- How to gain repeat business
- 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
- How to quickly find a workable solution to your customer's problem
Audience
- Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners
- Managers who want customer service training in order to reinforce their skills and train their staffs
Prerequistes
Course Outline
1. The benefits of excellent service
2. Focusing on customer service success
3. How customer service creates revenue
4. Why customer satisfaction is based on perceptions
5. Focusing on customers' top two expectations to save time and reduce stress
6. Managing customer expectations by personality style
7. Dealing with difficult customers
8. Responding effectively to specific customer behaviors
Course Labs
