How To Deliver Exceptional Customer Service

Seminar: ID# 1003599

This course is available in both in-person and video conference formats.

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Agenda

The Vital Role of All Customer-Contact Personnel

• How to view your organization through the eyes of the customer
• How to handle the inherent frustrations of heavy customer contact
• Why the choices you make with each customer contact are so important

How To Use Teamwork As A Powerful Force

• Four ways to build a strong team
• How to get the support of managers, coworkers, and staff
• Tips for improving cooperation between departments

Smart Techniques For Better Communication

• How to prevent misunderstandings
• Ways to make a winning first impression
• The secrets to good rapport with customers and associates
• Easy techniques for crystal-clear, positive communications

The Critical Art Of Listening

• Two poor listening habits and how to avoid them
• 11 creative techniques to sharpen your listening skills
• How listening can surmount a tense situation

Strategies Of Customer Goodwill And Trust

• How to make customers feel important, and why you should
• The power of using names, with five easy tips to remember them
• How to express appreciation
• Effective techniques for building customer loyalty
• Five ways to reduce costly mistakes

Winning Telephone Techniques

• How to avoid making a bad telephone impression
• Five ways to improve your over-the-phone persona
• Telephone greetings that set a positive stage
• Three simple rules for answering another personŒs phone
• How to speak concisely and make every word count
• Strategies for contending with rude or abusive callers
• Innocent statements that can drive customers away

How To Deal With Complaints And Angry Customers

• How to keep from becoming upset and unraveled
• Practical tips for managing dangerous anger
• The right and wrong ways to say "no"
• Techniques for handling complaints to the customer's complete satisfaction
• How to keep your cool in the toughest situations