TRAINING
AND DEVELOPMENT
The
Competitive Advantage in Customer Service
Putting yourself and your organization in the lead and ahead
of
the
competition
Separating
yourself from the competition is critical to an organization's growth and
health. Developing the communication skills to handle the difficult situations
is critical to reinforcing customer commitment.
Your
mission and value statements won't mean a thing to your
customers if your employees can't deliver with every
interaction with the customer - and in today's world, the
customer isn't always right. In fact, in this complex world,
sometimes they don't even know what's in their best
interest. This program is about having successful
interactions with customers during those tough interactions
where circumstances or perceptions are creating problems
with the experience.
Win
a competitive advantage in customer service...
• How to
demonstrate understanding to gain trust
• How to say
'no' and still have a successful outcome
• How to put
persuasive communication tools into practice to deliver a competitive edge
Jeffrey's contagious humor enhances the presentation of the winning
attitudes necessary for earning the competitive advantage. This workshop will provide the skills to:
You can generate
a profitable advantage with your customers under even the most dire
circumstances: This program will show you
how.
You'll learn ways to...
• Increase
understanding of your employees
• Increase
their ability to earn the trust of the customers
• Increase
the customer's perspective and commitment to the organization.
You and your people will learn powerful new ways
to...
-
Turn
a negative experience into a positive outcome
Quickly
developing rapport and earn trust.
-
Deliver superior customer service with current resources.
Limited
resources mean saying no sometimes - learn how.
-
Five
Steps to calm down an angry situation.
A
powerful model for calming down an angry customer.
-
A
new level of listening skills.
Five
key areas your staff should be able to focus their listening on.
-
Three
techniques for staying in charge.
A simple model for staff to regroup and re-balance.
INSTRUCTOR:
JEFFREY HANSLER
For a
.pdf brochure click
here.
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