Modules include: 

a) Extraordinary Customer Service Training

Before even beginning their interaction with your business or organization, many customers will have already researched your product or service online and read online reviews and experiences from your current or past customers. This change in the way customers approach businesses could mean serious financial loss for the organizations whose customer service representatives do not know how to treat customers, and a tremendous gain to those who do. Because customer service is one of today’s most important business assets, this customer service training session is for anyone who has, or is responsible for, internal or external customer contact.

b) Dealing With Difficult or Angry Customers

When customers, clients or guests are angry or frustrated, they tend to vent their anger and frustration towards whomever they are currently speaking to, employee or manager. Unfortunately, customers are far more likely to share or report negative customer service experiences rather than positive ones. This program is designed to give managers, supervisors, and employees the behavioral skills and tools they will need to handle the angry or difficult customers or guests with confidence and competence.

c) Serving Different Types of Customers

Accepting and understanding the fact that people are different, and therefore need to be treated differently, is integral to the success of building any relationship. Regardless of title, the key to building successful relationships with customers depends on the employee’s ability to identify the differences in people and then treat them accordingly. This program will help participants identify different behavioral styles in customers, isolate their own preferred style, and learn how to communicate appropriately with each customer’s behavioral pattern.

d)Improving Internal Customer Service

Most employees understand the importance of providing great external customer service, however, few understand the necessity for providing quality internal customer service. Without each employee treating others within the organization with the same care and respect as they would show a customer, it is impossible to maintain a high level of external service. In order to achieve levels of service that create loyalty among customers, a high level of service and support must exist inside the organization. This program focuses on building the necessary skills to provide extraordinary internal customer service.



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