Source: www.customerserviceuniversity.com
Topic: Customer Service
Sort Desciption: ABCs: Above & Beyond Customer Service Practical Techniques for Providing Exceptional Service A fun, interactive program utilizing real-world examples to maximize learning Simply meeting customer ...
Content Inside:
ABCs: Above & Beyond Customer Service
Practical Techniques for Providing Exceptional Service
A fun, interactive program utilizing real-world examples to maximize learning
Simply meeting customer expectations is no longer enough. Your customers must be impressed
and excited, and the service must be memorable. Why? Its not only easier to get repeat
business from happy customers - its less expensive! And, happy customers tell others. When
you focus on customer service, everything else falls into place.
This highly interactive program includes role plays, exercises, examples, and discussion. The
course teaches relevant techniques - for all levels and for those who serve internal or external
customers. This program can be customized for your company to meet your objectives.
Participants will learn how to:
∞ Recognize the importance of customer
service
∞ Understand the vital role you play
∞ Identify your individual behavior /
customer service style
∞ Adapt your communication to different
types of customers
∞ Improve relationships with customers
∞ Understand why certain customers drive
you batty (and how you can cope)
∞ Deal with distressed customers
∞ Solve problems, be creative, and look for
alternative solutions
∞ Be empowered and take initiative
∞ Avoid conflict & costly miscommunication
∞ Choose the right attitude
∞ Use professional language
∞ Plus, so many more practical techniques
Optional Extensions:
∞ Communicating with customers via email
(email etiquette)
∞ Improving listening skills
∞ Using positive, professional language
∞ Dealing with upset customers
∞ Exceeding expectations
∞ Understanding customers perspective
Program Facilitator:
Kelly Watkins, MBA, has experienced
customer service on all 7 continents, in all
50 US states, and in 26 countries. She is
the author of five books and 125+ articles.
Kelly has ...
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