Winning Through Customer Service
While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service. No organization can afford to lose customers because of poor service, but many do. Customers remember how they've been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. In today's high tech and demanding consumer market, customer service is mission critical. When customers are please, they're likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.
This two-day workshop trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. The skills taught address the major concerns identified by over fifty organizations within the service industry and over 10 years of product field research. At the heart of this program, is a step-by-step process for conducting a customer service transaction.
Who In Your Organization Will Benefit?
- Sales and service representatives
- Service managers
- Anyone who has internal and external customer contact
After successful completion of this course, participants will be able to:
- Demonstrate professionalism on the job while building a proactive, problem-solving culture.
- Use essential communication skills in dealings with customers.
- Recognize characteristics of human behavioral style and opportunities to adapt to their personal style.
- Identify and utilize a structured process/model for conducting customer service transactions.
- Master strategies for dealing appropriately with difficult customer situations.
Participant Materials Include:
- Workbook containing information to be learned and exercises to reinforce and transfer that learning.
- Skill point card (includes CST on one side and the four behavioral/communication styles on reverse.)
- Optional Internet Access Guide
- Company-specific notes section>
Module 1: Your Role as a Professional
Identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.
Module 2: The Essential Communication Skills
Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.
Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.
- Phase One: Establish a professional relationship
- Phase Two: Identify how to help the customer
- Phase Three: Provide the required assistance
- Phase Four: Complete the transaction and follow up
Module 4: Dealing with Difficult Customer Situations
Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.