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Exemplary Customer Service
INTRODUCTION
This course gives you the interpersonal skills necessary to gain the competitive advantage, enhance customer relationships, and ensure personal and organizational success! You learn the practices that resulting in mutual satisfaction for you and your customer. In this course you experience a variety of customer satisfaction scenarios.
You’ll take away skills and knowledge that helps you to leverage the Emotional Competencies play an important role in establishing a climate that fosters personal and organizational success.
OBJECTIVES
Upon completion, participants should be able to:
• Capture Customer Cooperation
• Raise the Probability of Positive Customer Responses
• Understand your Personality Style and that of Others
• Respond Effectively to Specific Customer Behaviors
• Build Ongoing Trust with Repeat Customers
• Use e mail that motivates the customer
• Enhance the Listening Skills to reduce Negative Responses
• Manage a Variety of Customer Satisfaction Scenarios
• Enhance Skills in Negotiating-Improve Customer Problem Solving Techniques.
COURSE OUTLINE
• The do’s and don’ts of Customer Interface
• The Key Characteristics of Effective Customer Service People
• How to Identify Internal Customer Needs
• How to use Effective Persuasion and Language Patterns with Customers
• How to Deliver Bad News
• How to Close the Loop for Ongoing Customer Satisfaction
• Techniques for Adjusting to Different Styles
• Abilities for Handling Different Customer Preferences and Practices
• To manage Gaps in Understanding with Customers
• Effective Telephone Skills – emails
• To Defuse Angry Customers Using Effective Listening and Other Techniques
• The Importance of “Emotional Competency”
WHO SHOULD ATTEND
Anyone who interfaces with external or internal customers
METHODOLOGY
We are committed to the application of classroom learning to the workplace setting. We employ a variety of instructional training methods to assure skills transfer. These include:
• Group Dynamics
• Guided Conferences
• Simulations
• Case Studies
• Lecturettes
• Skill Practice Exercises
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