CUSTOMER SERVICE - QUALITY FROM WITHIN
DESCRIPTION
This seminar is designed to provide any employee who represents your company, whether over the telephone or in person, practical skills and information in developing more profitable relationships with customers and clients. Even if there is a top-notch sales effort in your organization, non-marketing personnel play a vital role in maintaining high levels of customer satisfaction and retention.
The focus of the course is to develop "CUSTOMER DRIVEN" attitudes and behaviors in customer service and sales support personnel.
OUTLINE
YOUR ROLE AS A COMPANY REPRESENTATIVE
 | Common Traits of Successful Non-Marketing Employees Enthusiasm positive attitude, professionalism, Confidence in yourself, your firm, and its products |
| Creating a Positive Business Image in Your Position |
| Looking at other successful firms/organizations |
IS THE CUSTOMER ALWAYS RIGHT?
| The games customers play |
| Why customers don't come back |
| How to handle complaints and irate customers |
| Turning complaints or problems into more business opportunities |
INTERPERSONAL COMMUNICATION WITH CUSTOMERS
| Developing listening skills - removing barriers |
| Empathetic listening |
| Non-verbal communication |
| The Persuasive Formula |
| How and when to be assertive |
YOUR PROFESSIONAL TELEPHONE STYLE AND PERSONALITY
| Identifying the caller |
| Your opening remarks |
| Asking questions |
| Avoiding killer phrases |
| Do's and don'ts of using the phone |
| Reducing time spent on most calls |
SUMMARY: YOUR PERSONAL IMPROVEMENT LEADS TO GREATER SUCCESS FOR YOUR ORGANIZATION