Training Course Syllabus:
How to Deliver Exceptional Customer Service
Seminar
Train your staff to rise to a new level of
service excellence
Today, keynote speakers are all focusing on the
importance of customer service and satisfaction as the critical components of a
successful business. Tom Peters, author of In Search of Excellence, calls it the
"competitive edge."Developed and presented
by customer service experts, this seminar teaches ways to work easily with
others and create a more pleasant environment. We've drawn from what is working
in companies all across America. You'll learn ways to communicate keeping your
composure under stress, and much more.
This customer service training will help you train yourself, your staff, and
your organization not only to head off problems, but also to rise to a level of
service excellence.
Learn how to...
- Increase the return on your customer service
dollars.
- Make your customers feel important and
appreciated.
- Reduce stress and turnover in customer service
jobs.
- Become a master in the art of listening.
- Say "no" and be firm without antagonism.
Set aside just one day, and
you can learn how to turn every customer into an ally, out-service your
competitors, eliminate negative situations, and overcome stress and burnout!
Who should attend?
Customer service representatives, sales
professionals, sales and customer service supervisors and managers, marketing
professionals and managers, front line workers — anyone and everyone who comes
into contact with customers!
How to Deliver Exceptional Customer Service — Seminar Overview
The Vital Role of All Customer-Contact Personnel
- How to view your organization through the eyes
of the customer
- How to handle the inherent frustrations of
heavy customer contact
- Why the choices you make with each customer
contact are so important
How to Use Teamwork as a Powerful Force
- 4 ways to build a strong team
- How to get the support of managers,
coworkers, and staff
- Tips for improving cooperation between
departments
Smart Techniques for Better Communication
- How to prevent misunderstandings
- Ways to make a winning first impression
- The secrets to good rapport with customers
and associates
- Easy techniques for crystal-clear,
positive communications
The Critical Art of Listening
- 12 poor listening habits and how to
avoid them
- 11 creative techniques to sharpen your
listening skills
- How listening can surmount a tense
situation
Strategies of Customer Goodwill and Trust
- How to make customers feel important,
and why you should
- The power of using names, with 5 easy
tips to remember them
- How to express appreciation
- Effective techniques for building
customer loyalty
- 5 ways to reduce costly mistakes
Winning Telephone Techniques
- How to avoid making a bad telephone
impression
- 5 ways to improve your
over-the-phone personality
- Telephone greetings that set a
positive stage
- 3 simple rules for answering another
person's phone
- How to speak concisely and make
every word count
- Strategies for contending with rude
or abusive callers
- Innocent statements that can drive
customers away
How to Deal with Complaints and Angry
Customers
- How to keep from becoming upset
and unraveled
- Practical tips for managing
dangerous anger
- The right and wrong ways to say
"no"
- Techniques for handling complaints
to the customer's complete satisfaction
- How to keep your cool in the
toughest situations
CREDITS:
Group-Live, 6 Basic Marketing CPE credits
TRAINING SEMINAR TIME:
Seminar Check-in: 8:30 AM Training Seminar 9:00 AM to 4:00 PM
Seating is Available
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