Customer Service Programs
Target Audience: All employees
Length: 1 day
Program Summary: Superior customer service is often the major reason consumers choose to do
business with an organization. Treating customers with respect, and servicing them in a prompt and
knowledgeable manner, helps create a professional reputation for being "easy to do business with."
In contrast, poor customer service can tarnish an organizational image, and decrease revenues.
This program builds on the basis that customers are the most critical component of any business and
must be treated with dignity and utmost care. Learn how to: utilize world famous Disney concepts,
understand the "customer" and their expectations, create a professional image, communicate
effectively, and settle customer disputes in a professional manner.
What you will learn:
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Why customers should and can be the main focus of your business
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The key to anticipating and satisfying customer needs
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Disney concepts and philosophies
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How to create a "win-win" strategy through simple communication skills
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Why a professional image is critical to stand out among competitors
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Ways to handle difficult customers that will win praise and attract loyal customers
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Telephone techniques that can keep them coming or send them running
How you will benefit:
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Gain an in-depth awareness of what builds customer loyalty
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Better perception of how our behavior affects our customers
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Improve skills to communicate with customers on their terms
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Learn how to handle difficult customers without stress
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Ways to avoid turning off customers and much more ...
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Wowing & Winning Difficult Customers
Target Audience: All employees
Length: 1 day
Program Summary: Have you ever wanted to handle customers that drive you crazy with more tact
and professionalism? Improve your ability to deal with rude, impatient, demanding, cursing, and
complaining customers. You will learn how to professionally say "no," Disney concepts, deal with stress to avoid burnout,
avoid creating your own difficult customers, turn negative customers around using your tone, as well
as understand the basic "people" styles that influence customer behavior.
What you will learn:
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The positive effects of using "customer-focused" language
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How to more effectively work with various difficult customers
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Disney concepts and philosophies
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Learn about the four social styles and how they drive behavior
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How to handle stress with more ease
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Dissatisfying phrases to avoid using with customers
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How to say "no" to a customer without losing them
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How to "wow" even the toughest customers
How you will benefit:
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More calmly satisfy customer complaints, objections...
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Keep customers happy by talking the language they want to hear
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Communicate in terms that customers understand and react to best
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Improve relationships with customers, especially difficult customers
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Reduce the stress of communicating with customers
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Be able to effectively turn "negative" customers around
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Leading & Building A Customer-Focused Organization
Target Audience: All organizational leaders
Length: 6 - 12 hours
Program Summary: Beyond setting an example of how to treat customers, managers must actively support their teams in order to create a customer-focused organization. This program includes three components: 1) an overview of the employee two day program (see program descriptions above); 2) a review and discussion of a 14 point model "Customer Service: An Organizational View" which is critical for building a cohesive culture of servicing customers; 3) coaching skills, which are necessary for post-training reinforcement. This program sets the tone for learning how to manage the process by further developing skills that foster and maintain a customer-focused team. This is a highly interactive program, which provides participants the opportunity to discuss current organizational practices, as well as build leadership skills for organizational change, and one-on-one coaching.
What you will learn:
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Review why a customer focused organization is critical to success in the marketplace
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Explore the necessary "basics" of providing superior customer service
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Understand how to improve supervisory communication with special
regard to customer service
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Review how to establish customer service standards
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Learn the steps and techniques to providing effective feedback
How you will benefit:
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See the relationship and benefits between providing superior customer service and building
a loyal customer base
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Refresh your skills in recognizing and anticipating customer needs
and expectation
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To effectively be able to direct your employees in working with
difficult customers
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Be able to identify and develop meaningful customer service standards
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Give feedback that is constructive and useful to employees
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Learn how to create an environment and policies that are truly customer-focused
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Additional Customer Service Programs
6-8 hour "Customized" Customer Service Programs
- A "Team" Approach to Serving Customers
- Sustaining A Competitive Customer Service Edge Through "Coaching"
- Making "Time" for Customers
- Dealing With Change: Keeping the Customer Focus
3-6 hour "Customized" Customer Service Mini-programs
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- Excelling at "Internal" Customer Service
- Communicating the Customer-Focused Way
- The Customer "Moment of Truth"
- Customer Friendly "Telephone Techniques"
- "Knock Your Socks Off Service"
- Customers: "How Can I Connect With Them Better?"
- Creating Powerful Customer-Oriented "Performance Standards"
- Customers: What Do They Really Want?
- "Organizational" Factors To Keep Customers For Life
- A Customer Mindset: More Than Saying "Thank You"
- Be A Customer Service STAR
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See article -"12 Powerful Customer Service Questions: An Organizational View"
Call (315) 303-4750
