HOW TO ACHIEVE
EXCELLENT CUSTOMER SERVICE
Course Description
The prerequisite to quality performance at any level
in an organization is the feeling of competence, importance, and being
appreciated. How to Achieve Excellent Customer
Service is a one-day seminar designed to help attendees realize they
possess the potential to meet their personal needs and enjoy their job, while
at the same time fulfilling the mission of service for the organization. The techniques revealed in this training
unlock one’s positive attitude, decrease defensiveness and turn bad days into
good days.
Course Objective
After completing this comprehensive seminar,
participants will have the skills to:
·
Identify personal assets that set them apart as a customer service specialist
·
Recognize perception as a key fact of customer service and distinguish
between competing perceptions
·
Heighten their awareness in the areas of “How Customer Friendly Are
You?” “Anger Response Styles” and “Telephone Voice Assessment”
·
Recognize lifetime customer values and make “moments of truth” positive
customer service events
·
Avoid the deadly sins of customer service
·
Assess personality strengths and learn to respond to difficult
situations with a positive customer service orientation
·
Handle direct confrontation and critical attacks.
·
Make the phone a tool of responsible customer service
Who Should Attend
Anyone
who presents the company’s face to the public will benefit from this seminar.
Bring this event onto your site or on to our Bellingham, Washington Team
Development Center.
Course Overview
There is no lack of information on
the necessity of customer service, or customer expectatons about customer
service. It is a reality! This course takes the obvious need for
customer service, develops a philosophical framework and then equips the
front-line customer service agent with practical skills that can be used day in
and day out. Case studies, role play and
group interaction are used to reinforce learning.
Are You Customer Friendly?
Can you answer a
powerful affirmative to these 10 statements?
1. Customer service is everybody’s business.
2. Customer service is part of my job.
3. I try to find the customer’s real need.
4. I try to give customers individualized attention.
5. I am courteous to every customer.
6. I keep my promises to customers.
7. I try to handle the customer problems that come my way.
8. I make customers feel welcome.
9. I personally deal with customer problems as soon as possible.
10. Selling extends beyond the Sales Department – it’s a Customer Service
job, too.
HOW TO ACHIEVE
EXCELLENT CUSTOMER SERVICE
AGENDA
You
Make It Happen
·
Understand the push and pull dynamics of customer service
·
Reflect on what input, feedback and reality mean in your company and explore why it’s ideal that they
overlap
·
Know the confines of your comfort zone – and be tuned in to your
client’s as well
·
Learn to invite recognition for a job well done – customers will let
you know when you do it right
The
Customer is Key
·
Take a look at customer satisfaction and identify the points you can
focus on for increased performance
·
Learn to match the price, quality, and service desires of your
non-English speaking customers
·
Recognize the four things that distract us and keep us from building
our skills
·
Learn easy to remember affirmations that will reinforce your customer
service goals
Seven
Leading Edge Customer Service Techniques
·
Shut down your “output” and increase your “intake” by questioning,
listening, and observing
·
Understand a customer’s worth in the context of “moment of truth” and
“lifetime customer value”
·
Know how to employ four steps to prevent customer dissatisfaction
·
Take in the TLC Model for your best customer service
Quality
and Consistency – Making It Work Tomorrow
·
Define your organization’s CS objectives
·
Know your internal and external customers – and their value to you
·
Examine your approach to customer service
·
Recognize and avoid the eight deadly sins
Handling
Irate Customers and Difficult Situations
·
Recognize your typical response to anger and learn to take charge of
your emotions
·
Understand 5 conflict resolution styles and be able to choose the one
that will help meet your customer service goals
·
Know the four levels of confrontation and learn how to interact at the
level you choose
·
Practice building understanding, empathy and respect to win back the
angry customer
Customer
Service – Phone Power
·
Understand the impact of your voice
·
Communicate your Customer Service strengths on the phone
·
Learn key steps to every successful call
·
Master the basics of telephone etiquette
Being
Professional – The Competitive Edge
·
Protect yourself. Learn customer service skills that combat stress and
help you start each day with energy and a can-do attitude.
·
Understand the complexities of PMA – positive mental attitude – and
learn how to move step by step to achieve it
·
Use a 7-part checklist to initiate positive changes in the quality of
service you provide
·
Find out what the bottom line in customer service is for you
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