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In-House Training
Excellence in Training
CS15E
Customer Service Excellence Application of outstanding customer service techniques
Overview Customers in today’s world are more discerning, more demanding and better informed. Buyer behavior has also changed and along with it customer service expectations. What has not changed is the need to have customers come back to us time and time again. Providing outstanding customer service that makes the customer feel important and valued is so important to the organization’s long term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.
Who Should Attend? Customer service representatives, line and support personnel, anyone from any organization who needs to build effective relationships with external and internal customers
Primary Objectives & Benefits This workshop will help participants to: 1.
Explain what customer service means in relation to internal and external customers.
2.
Recognize how one's attitude affects service standards.
3.
Master ways to develop and maintain a positive, customer focused attitude.
4.
Develop needs analysis techniques to better address customer needs.
5.
Apply outstanding customer service techniques to generate return business.
6.
Practice techniques for developing good will through inperson customer service.
7.
Formulate take away techniques for service excellence over the phone.
8.
Gain insight to connecting with customers online (emails, online services).
9.
Master techniques for dealing with difficult customers.
10. Acquire tools for recovering difficult customers.
11. Understand when to escalate.