Customer Service & Satisfaction

2 day (workshop)

When we talk about customer service and /or satisfaction, we talk about creativity.  Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting everyday business.  We talk about what the organization has to do to gain not only the sale but also the loyalty of the customer.   We also want to know what our customers want and if our customers are delighted and encouraged to come back to do further business with us.

We want to know the payoff of the transaction both in the short and long term.  In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team and company performance. Providing better, faster service is what will keep your customers coming back and that is what will give you the competitive advantage to survive in a tough business climate.

Course Description:

This seminar gives you the skills you need to communicate professionally, gain respect, enhance customer relationships and secure an overall competitive advantage.  It teaches the benefits of excellent service, honoring negative emotions positively, managing customer expectations and remaining professional, under pressure.  The course teaches participants how to increase their credibility with customers, manage stressful situations more effectively, recognize the signals of irritated customers and know the appropriate response to assist in quickly finding a workable solution to the problem.  Ultimately, to develop skills that can turn an angry customer into a happy repeat customer and recognizing how customer service creates revenue and healthy organizations.
 

Learning Objectives:

Upon Completion of this workshop, participants will understand:

·         Why customer satisfaction is based on perception

·         How to avoid taking things personally

·         Why enhancing listening strengths will reduce liabilities

·         How to avoid creating negative impressions with words

·         Writing e-mail messages that customers will read and understand

·         Dealing with Difficult Customers

·         Responding effectively to specific customer behaviors

Who Should Attend:

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners and managers who want to reinforce their skills and train their staff.