Description

If you care about sales, then you must pay attention to customer service.  The best way to understand what your customers want is to put yourself in their shoes.  Think about yourself as a customer.  You may tolerate many things, but customer service is likely a factor that will determine whether you stay with a vendor or choose a new one.  Your customers are no different and in a highly competitive market, aggressive vendors will be ready to step in and promise your customers what they want.  If you employ the phone or web-based tools to provide some portion of customer service, you want to ensure that your customers perceive they are receiving personalized service.  So, how do you delight your customers, cultivate customer loyalty, and ensure repeat business?  Whether your customers are demanding improved help, more attentive service, or better pricing you need to know how to manage and meet your customers’ expectations.

Audience

This power seminar is for anyone who wants to improve his or her Customer Service Skills.

You will greatly benefit from this training if:

• You have less than stellar feedback on customer service.
• You have an increasing number of customer complaints in any particular area.
• You have turnover in your customer service staffing.
• You are offering a new product, service, or expanded line of existing products.
• You have turnover in your sales staff.
• You use the phone or web-based tools to manage all or part of your customer service.

Delivery Method

Instructor-led classroom lessons with structured personal participation activities.

Training Objectives

Our customized training on Exceptional Customer Service teaches the real value of customer service as an attribute of your brand and your offering.  With that knowledge you will learn how to work with other teams in your organization to integrate customer service into your business strategy and sales plan.  Participants will have the opportunity to practice with a variety of tools using the phone, the internet, and email to assess customer needs and provide useful, personalized responses to customer service requests.  You will be able to anticipate and plan for many of the customer service requests you receive.  With a plan of action in place, not only will you improve customer satisfaction, but employee satisfaction and team confidence as well. 

Participants who take this power seminar will walk away with the ability to:

• Develop escalation and follow up plans for major customer issues within the team and with other teams.
• Use information from client concerns to amend and improve strategy and plans.
• Field incoming customer requests and complaints.
• Expedite handling of calls while meeting customer needs.
• Address customers phone or email and provide a sense of personal service.
• Work with dissatisfied clients and generate customer loyalty.
• Create a customer service strategy integrated with business strategy and sales plans.