While many customer service programs apply
only to staff who deal
Exceptional Customer Service
Building a Professional Relationship Together.
directly with customers, we will show you how to get in your
committed and focused on delivering firstclass customer service and
You'll learn how to make satisfying each customer your staff's #1 goal.
And the result?
Customers will enjoy exceptional service and support that makes them
want to come back again and again!
If keeping customers coming back over and over again is important to
then your staff could definitely benefit from this training program.
- Learn how to deliver
service that gets customers raving.
- Discover what customers
really want when asking for service.
- Understand the different
levels of expectation and how to deliver them.
- How to create a customer
service culture within the team.
- How to make each
customer feel important and appreciated
- Mastering the art of
- How to say "no" to
customers without making them angry or antagonistic
- New ways to make a
powerful first impression in person and on the telephone
- Every one is a
customer and customer service is everyone’s responsibility
- Who are your
internal and external customers
- Defining customer
- Why having
customer service mindset and attitude has a positive effect on your work.
Emotional Intelligence from a Customer Service perspective
yourself and your own behavioural style
- Understand and
identify the behavioural styles of others, including your customers
- Define what type
of service each behavioural style wants and expects
- How to expand
your service and communication skills to get on with as many people as possible
- It's not what you
say, it's how you say It. Tone and etiquette
- Appreciate the
power of words
- How to use
language patterns to effectively communicate with others
- Vocal and verbal
techniques to stand out on the telephone
- How to
communicate using e-mail to get your message across (and get read)
- Road Blocks—when
the going gets rough
- Complaints are a
- How to recognise
and respond to upset customers
- Understand the
psychology of anger (and how to dealwith it)
- The importance of
using a service recovery system toturn around difficult situations
|Jan Stafford - Professional
Development and Coaching Facilities.
P. O. Box 1592, Hervey Bay Queensland Australia