CUSTOMER SERVICE TRAINING

Help your staff learn to identify the challenges inherent in any customer/supplier relationship. From understanding how perceptions and expectations are formed, to problem resolution, effective communications, and , your employees will be develop the skills required to effectively meet the needs of your customer the very next day.

Customer Satisfaction

Students will learn the cost of losing a customer define the levels of satisfaction, and understand the roadblocks to communication so critical to meeting the customer's needs. Students will also learn how to evaluate the expectations of the customer and determine the proper course of action to be taken to meet those expectations.

Problem Resolution

Seminar participants will learn to see problems as opportunities and understand how to determine and apply the best methods for resolving the problem using advanced listening and note taking techniques. They will learn conflict resolution that leaves a customer satisfied if at all possible.

Communication

Participants will learn the etiquette inherent in good customer relations, explore ways to maintain control of conversations with customers while satisfying their desire for attention and service, and discover the power of specific words to influence attitudes. Students will use active listening techniques to identify customer needs, up-sell and cross-sell products.

Scripting

Students will learn to use scripts to internalize the main elements of your marketing and customer interaction plans. Your company will provide the script to the presenter, who will help customer service personnel understand its importance and use it effectively.