Customer Service Excellence

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier

 

Course Objectives

  • Appreciate how customer service efforts impact company profits;
  • Understand that internal customer service is just as critical as external customer service;
  • Prioritize and focus on the top expectations of customers;
  • Identify one’s own personality style and the personality styles of customers;
  • Apply personality knowledge to communicate more effectively with customers;
  • Have influence in the organization by documenting customer concerns;
  • Make better choices to improve attitude;
  • Develop a personalized strategy for improving listening skills;
  • Choose vocabulary that is calming and persuasive;
  • Refer to a recovery system for turning angry customers into happy repeat customers;
  • Practice a three step system for maintaining professionalism and composure when dealing with irate customers.
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There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier

Course Objectives

  • Appreciate how customer service efforts impact company profits;
  • Understand that internal customer service is just as critical as external customer service;
  • Prioritize and focus on the top expectations of customers;
  • Identify one’s own personality style and the personality styles of customers;
  • Apply personality knowledge to communicate more effectively with customers;
  • Have influence in the organization by documenting customer concerns;
  • Make better choices to improve attitude;
  • Develop a personalized strategy for improving listening skills;
  • Choose vocabulary that is calming and persuasive;
  • Refer to a recovery system for turning angry customers into happy repeat customers;
  • Practice a three step system for maintaining professionalism and composure when dealing with irate customers.