Interested in this training program? Please call 1-888-552-1155 for pricing or further information.

Customer Service
What it is and how to use it to WOW your Customers

Overview
This course is designed for everyone in the organization who has contact with customer, weather they be internal or external.

Objectives of the course

• Customer Service
  • An understanding of what Customer Service is, and that it is not the same thing to everyone
• Customer Understanding
  • Recognize who our customers are
  • Identify the special challenges of verbal communications
  • Understanding different listening styles
  • Understand customer emotions and the role they play
  • Learn how find out exactly what it is the customer is looking for and how to give it to them
• Building the Customer Relationship
  • Identify how we interact with our customers - what works and what does not
  • An understanding that not all people react the same way in a given situation - how to be prepared for and handle different reactions
  • Learn how to make the customer want to come back
  • An understanding of what can change a potentially bad experience into a great one for a customer
• Stress Management
  • An understanding of the signs and signals of stress - posture, word, body language etc..
  • An understanding of what causes stress and how to deal with it.
  • Learn what to do when a mistake has been made.
  • Learn how to handle the "No matter what you do it is not good enough" customer
• Apply this in the real world
  • Discuss real work environment situations and how to handle them.
  • Discuss what works well at work and what you would like to do differently.
  • Develop an action plan for how you will WOW your customers once back at work

Intended Audience
Everyone who has interaction with Customers. Course Format
Participants will learn through lecture, discussion, skills practice and small and large group exercises.

Duration
2 days