Providing Outstanding Customer Service

Introduction:

This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

Objectives:

Define customer service in relation to both internal and external customers
Recognize how your attitude affects customer service
Identify your customer’s needs
Generate repeat business with outstanding customer service
Build goodwill through in-person customer service
Provide outstanding customer service over the phone
Connect with customers through online tools
Deal effectively with difficult situations

Course Outline:

1. Customer Service – A Baseline

Recognizing Your Customers
Understanding Your Role in Customer Service

2. Developing A Customer Service Mind-Set

Leveraging Your First Impression
Feeling Positively About Customers
Mastering Moods and Emotions

3. Identifying Customer Needs

Understanding the Customer’s Situation
Avoiding Assumption and Prejudgment
Meeting Basic Needs
Seeking to Exceeding Expectations
Building Repeat Relationships

4. Connecting with the Customer

Achieving Authenticity through Body Language
Responding Effectively to Problems
Mastering Online Etiquette
Seeking Customer Feedback

5. Dealing with Difficult Situations

Effectively Addressing Complaints
De-escalating Anger
Establishing Common Ground
Remaining Calm, Respectful and Objective

6. Effectively Addressing Complaints

Creating a Memorable Customer Experience

Enroll in this course

$1,495.00

Select a start date for your 2 Days course

EventDates

2024-04-30 09:00:00_2024-05-01 17:00:00
2024-07-15 11:00:00_2024-07-16 19:00:00

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