While winning customers may be hard, keeping them is even harder. So what
do customers really want? They want quick response, instant information,
and solutions to their problems. They want exceptional customer service.
No organization can afford to lose customers because of poor service,
but many do. Customers remember how they've been treated and spread the
news. In today's high tech and demanding consumer market, customer service
is mission critical. When customers are pleased, they're likely to spend
more on your product or service. When customer service representatives
understand their role in this, they will keep customers coming back.
This workshop trains your
sales and service personnel to present a professional image and to communicate
effectively in everyday customer service transactions, as well as in difficult
situations. The skills taught address the major concerns identified by over
fifty organizations within the service industry and over 10 years of product
field research. At the heart of this program, is a step-by-step process for
conducting a customer service transaction.
in Your Organization Will Benefit?
Sales and service
Anyone who has internal and external customer contact
successful completion of this course, participants will be able to:
Demonstrate professionalism on the job while building
a proactive, problem-solving culture.
Use essential communication skills in dealings with
Recognize characteristics of human behavioral style
and opportunities to adapt to their personal style.
Identify and utilize a structured process for
conducting customer service transactions.
Master strategies for dealing appropriately with
difficult customer situations.
program is a core 1 1/2-day programme that can also be delivered in a
condensed one-day version, or in three 1/2-day sessions. An optional feature
shows you how to incorporate behavior/communication style surveys to reinforce
the communication portion of the program.
Winning Through Customer
Service is designed to be administered by one of your trainers or line
managers, or by one of our trainers.
Vital Learning programme