I. COURSE OVERVIEW

As the economy is becoming increasingly globalized, focusing on customer service and satisfaction has become a critical component of a successful business.  This course teaches ways to communicate with customers in person and over the phone, helpful skills for dealing with angry customers, tactics for keeping your composure under stress, and much more.  You will also learn how to work easily with others and create a more pleasant environment that is conducive to customer care.  We have drawn from what is working in companies across the United States, as well as what is working for your company.  Developed and presented by customer service experts, this course will help you train yourself and your staff to confront challenges in customer service and rise to a level of service excellence in your company.

II. BENEFITS FOR ATTENDEES

• Increase the return on your customer service dollars

• Make your customers feel important and appreciated

• Reduce stress and turnover in customer service jobs

• Become a master in the art of listening

• Learn to say "no" and be firm without antagonism

III. COURSE CONTENT

The vital role of all customer-contact personnel

• Learn to see how your customers see you

• Handling internet frustrations of heavy customer interaction

• Making vital choices with each customer contact

How to deal with complaints and angry customers

• Handling complaints for maximum customer satisfaction

• How to keep your cool in the toughest situations

• The right and wrong ways to say "no"

Building customer goodwill

• 5 ways to reduce costly mistakes

• Why and how to make customers feel important

• The power of using names, with five easy tips to remember them

• Effective techniques for building customer loyalty

The critical art of listening

• 12 poor listening habits and how to avoid them

• 11 creative techniques to sharpen your listening skills

• How listening can surmount a tense situation

Smart techniques for better communication

• How to make a winning first impression

• Building good rapport with customers