Course Description

Customer service staff play a critical role in building long-lasting relationships with customers. Whether it is face-to-face, on the phone, or via email; and with internal or external customers, every interaction can make or break that relationship. Having a great product or service is no longer enough. Today's customers expect outstanding service, and providing outstanding service can give your business a competitive edge.

In this highly interactive one-day seminar, you will focus on many important aspects of customer service. You will have the opportunity to practice and refine skills through case studies, role-play scenarios, and other experiential activities.

Course Details

By the completion of this course, successful students will be able to:

Instruction Topics

• Defining who and what a customer is.
• Internal and external customers.
• Understanding what is important to today's customers.
• Identifying personal biases and assumptions that can influence customer interactions.
• Methods for proactively managing stress.
• Diffusing emotionally charged situations and the importance of voice tone, word choice and body language.
• Communication styles
• Communication techniques, including active listening, paraphrasing and mirroring.
• Techniques for listening to customers and ways to uncover hidden or unspoken needs.
• How to exceed your customers' expectations and build loyalty.

Notes