Maximum Performance Training Workshops
Customer Services Skills
"It costs between 5 and 10 times as much to attract a new customer as it does to keep and old one." International Customer Service Association
"68% of customers who quit doing business with a company, do so because of an attitude of indifference by an employee." Technical Assistance Research Programs Study
"Companies rated highly for customer service can charge an average of 9% more than competitors." International Customer Service Association
Customer service is what makes the difference between keeping and losing customers, between making a profit and losing market share. In today's business climate, service is what gives your company a competitive edge. And the front-line service providers are the ones who can deliver that edge.
This one-day workshop equips participants with the methods, techniques, and tools necessary to deliver excellent customer service. Designed and delivered by customer service experts with over 25 years of "real world" experience.
Who should attend?
- Customer service representatives, sales service representatives
- Telephone salespeople, receptionists, office staff
- Retail sales people, delivery/service personnel
- Customer service managers, sales managers, and general managers.
- Any and all employees who have contact with customers!
What you'll learn
- The value of service -- How service impacts the bottom-line
- Characteristics of the "ideal" customer contact person
- Defining customer expectations
- Moments of truth - service cycle
- The Seven Sins of Service and how to avoid them
- Internal customer satisfaction
- Projecting professionalism
- Effective telephone and face-to-face communication skills
- Dealing with difficult customers
- How to handle problems and complaints
- "What to say when..." situations
- Handling voice mail
- A plan of action for improving customer satisfaction
- And much more...
Benefits
- Delivery of exceptional service
- Increased customer satisfaction
- Higher levels of professionalism
- Improved morale and motivation
- Rallied team attitude through a common service vision
- Increased sales and profitability through superior service
This interactive workshop utilizes real world experience and examples that will teach participants the skills necessary for success. Each person will receive a workbook/reference guide and certificate of completion.