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.
Who
in Your Organization Will Benefit?
• Sales and service
representatives
• Service managers
• Anyone who has internal and external customer contact
Objectives
After
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
customers.
• 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.
Course
Format
The
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.
