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1-800-THE-TREE (1-800-843-8733)
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Achieving Excellence in Customer Service
Course: 910
Type: RealityPlus
Duration: 3 Days
You Will Learn How To
- Provide exceptional customer service that achieves results and gets noticed
- Adopt the skills and techniques that routinely deliver positive customer experiences
- Maximize the customer value of your face-to-face, phone or Web-based interactions
- Deal effectively with difficult customers and turn complaints into opportunities
- Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
- Demonstrate a positive, confident and professional approach with internal and external customers
Course Benefits Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.Who Should Attend Call center, help desk, hotline, front-line or support staff who deliver customer service in person, by phone or via the Web. This course also benefits those wishing to acquire the skills, tools and techniques to build effective customer relationships.A media-rich environment immerses you in real-life customer service situations. Experiential activities, including role-playing, and simulated video and audio scenarios, allow you to practice the skills presented throughout the course. Activities include:
- Profiling your customer service skills
- Assessing your assets and opportunities
- Associating with the emotional aspects of the customer experience
- Modeling effective responses to typical customer service scenarios
- Jargon-busting and slang-slaying
- Practicing verbal and vocal skills
- Handling customer complaints and difficult situations
- Responding assertively to unreasonable requests
- Demonstrating empathy and building rapport
- Creating productive outcomes
- Delivering a Personal Statement of Commitment
Course 910 Content
- Focusing on the how as well as the what
- Developing a relationship of mutual trust
- Influencing customer perceptions
- Calculating the lifetime value of your customer
- Adopting a positive mental attitude (PMA)
- Applying the what and how to quality
- Small actions that ensure attention to detail
- Taking responsibility for demonstrating customer care
- Navigating the customer through the process
- Instilling confidence with a personal approach
- Making the initial connection with the customer
- Presenting a positive first impression
- What you say and how you say it
- Avoiding the quirks and distractors
- Banishing jargon to create clarity
- Matching words with nonverbal communication
- What you can say to avoid upsetting customers
- Turning active listening into problem solving
- Employing questioning techniques that focus on outcomes
- Encouraging a spirit of inquiry rather than adversary
- Moving to a team approach with the customer
- Customer reassurance in a clicks and mortar situation
- Comparing communication methods
- Five key rules for successful outbound calls
- Choosing and using appropriate media
- Applying best practices in call center etiquette
- Top tips for e-customer care
- Demonstrating emotional intelligence
- Displaying empathy and showing neutral support
- Establishing rapport and defusing anger
- Remaining objective in challenging situations
- Personalizing and depersonalizing messages
- Asserting your position through polite repetition
- Handling the obstinate customer
- Generating useful feedback and learning
- Turning a negative situation into a loyal customer
- Tapping into the potential advocate within your customer
- Influencing the corporate culture
- Mapping the internal customer network
- Coaching your colleagues for success
- Strengthening weak links in the chain
- Setting and monitoring performance standards
- Tracking progress with internal indicators
- Enabling customers to express satisfaction
- Committing to a customer service charter
- "Sharpening the saw" to hone your customer service skills
- Projecting a professional image with internal and external customers
- Ten rules that epitomize success
- Seeing customer service as an attitude, not an accident
- Measuring personal growth and achievements
- Implementing checklists, tools and templates
- Constructing personal development goals
- Committing to short- and long-term actions
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RealityPlus is a trademark of Learning Tree International.
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