Commendable
Customer Service
Giving Your Staff and Your Customers the Chance to Win
Briefing
Customer service is a complex issue and delivering great customer
service is only part of the equation. Your staff must have the communication skills to
understand their own decision-making process and the decision-making process of the
customer. By providing these skills, you create opportunities for continuous improvement.
Increased competition and tighter profit margins make it critical for companies to make
full use of customer service opportunities. By increasing the communication skills of your
staff, you will increase customer satisfaction as well as profits.
Without customer service that works for
everyone...
• Enthusiasm wanes
• Turnover continues
• Tension rises
Jeffrey's contagious humor enhances the presentation of the winning
attitudes necessary for effective communication. This workshop will provide the skills to:
You can generate commendable customer service immediately: This program will show you
how.
You'll learn ways to...
• Increase rapport with existing customers
• Increase assertiveness in communications
• Identify customer service opportunities
You and your people will learn powerful new ways
to...
-
Build from the successes you already experience in customer service.
Taking a positive approach and finding out the things-that-go-right.
-
Deliver superior customer service with your current resources.
Maximize utilization of current resources for the fastest route to commendable
customer service.
-
Develop the ability to calm down an angry situation.
Learn the 5 steps to calming down an angry situation.
-
Strategize with your customer to solve problems.
Discover
the ways your customers can work with you to solve their customer service
issues.
-
Develop a take charge attitude to generate a positive
situation.
Letting the customer know your intentions and actions to assist them are more
important than resolving the situation.
Outline
Identify
the Customer
• Internal
customers: Relationships and responsibilities
• External
customers: expectations and value
• Gain
commitment on the action plan from the customer
Self-Assessment
•
Opportunities and results
• Ways to
find out what is good and the changes necessary
• The total
customer service experience
• Points of
customer contact
• Gathering
and using customer feedback
• Develop
the questions to determine customer needs
• Strategize
with the customer to determine an action plan
Putting
the Commendable Customer Service Plan in Place
• The cost
of mediocrity
• What is
the best that can happen?
• Take the
customer by surprise
• How do we
get everyone on the bandwagon?
• The 3
skills you need to survive
• Introduce
new products and services as potential solutions
• Committing
to the plan
• 5
communication skills to use in person and over the phone
Recovery
strategies for Commendable Customer Service
• Catering
to personalities
•
Turning challenges into champion opportunities
•
Turning anger into positive energy
•
Proven strategies for personal recovery
•
Proven strategies for commendable customer service.
•
Powerful language for recovery and positive impact
•
Making Commendable Customer Service Contagious
•
Delivering no’s, bad news, and apologies – the must
have’s
•
Continuous improvement – the 20% plan
INSTRUCTOR:
JEFFREY HANSLER
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