Winning Through Customer Service

Course Description

While winning customers may be hard, keeping them is ever harder. So what so customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service. No organization can afford to lose customers because of poor service, but many do. Customers remember how they’ve been treated and spread the news Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. In today’s high tech and demanding consumer market, customer service is mission critical. When customers are pleased, they are likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.

Course Objectives

After successful completion of this course, participants will be able to:

  • Demonstrate professionalism on the job while building a proactive, problem-solving culture
  • Use essential communication skills in dealings with customers
  • Recognize characteristics of human behavioral style and opportunities to adapt to theirpersonal style
  • Identify and utilize a structured process/model for conducting customer service
  • transactions.
  • Master strategies for dealing appropriately with difficult customer situations

16 Hours

Contact Information

Email
paulette@pyyoungassociates.com

Phone
1 (650) 967-2700

Address
P.O. Box 2103
Sunnyvale, CA 94087-0103

Course Outline:

Introductions
Instructor
People
Topic

Your Role as a Service Professional (uses DiSC profile and DiSC telephone key)
Characteristics associated with a professional image
Actions which improve professional image

Essential Communication Skills (uses Listening profile)
Essential communication skills
Listening/observing
Questioning
Verifying
Explaining
Assessing behaviors

The Customer Service Transaction
Step-by-step procedure for a customer service transaction
Establish a professional relationship
Identify how to help the customer
Providetherequiredassistance
Complete the transaction and follow-up

Dealing with Difficult customers
Integrating communication skills Service transaction procedures to deal with situations
Wrap-up (evaluation action Plan)