Course length: 2days
Customers are hard to come by and today’s successful organizations deliver stellar (internal and external) customer service to keep and gain the competitive edge. Every employee needs to understand what your customer wants and expects from your company and to be flexible in meeting those demands. Learn to treat your customer as a partner not an adversary. The ultimate goal is to make it easy and enjoyable for your customer to do business with your company.
This two day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that out does the competition.
Demonstrate a customer service approach
Understand how your own behavior affects the behavior of others
Demonstrate confidence and skill as a problem solver
Apply techniques to deal with difficult customers
Make a choice to provide great customer service
Lesson 1: Who are your Customers?
Lesson 2: What is customer service?
Lesson 3: Meeting Expectations
Lesson 4: Setting Goals
Lesson 5: The Second Critical Element – Defined in Your Organization
Lesson 6: The Third Critical Element – Given Life by the Employees
Lesson 7: Communication Skills
Lesson 8: Telephone Techniques
Lesson 9: Dealing with Difficult Customers
Lesson 10: Dealing with Challenges Assertively
Lesson 11: Dealing with Difficult People
Lesson 12: The Fourth Critical Element – Be a Problem Solver
Lesson 13: Seven Steps to Customer Problem Solving
Lesson 14: The Fifth Critical Element – Measure It
Lesson 15: The Sixth Critical Element – Reinforce It
Lesson 16: Dealing With Stress