Source: www.ericspellmann.com
Topic: Customer Service
Sort Desciption: Call Now! 806.353.0004 info@ericspellmann.com www.ericspellmann.com Customer Service Skills Modules 1, 2, 3 and 4 Satisfied customers are essential for the success of any business.
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Call Now!
806.353.0004
info@ericspellmann.com
www.ericspellmann.com
Customer Service Skills Modules 1, 2, 3 and 4
Satisfied customers are essential for the success of any business. These half-day instructor led courses will
show you how to focus on serving customers to add more profit to your bottom line. Businesses that place great
emphasis on serving customers benefit through repeat business and referrals. In todays global economy many
of the product monopolies have diminished as companies are now able to access the same products. Companies
now require a customer-centric approach of doing business to remain competitive as they can no longer focus
solely on the uniqueness of their products. They have discovered that the key factor of differentiation now lies
in the uniqueness and quality of their service to customers.
Module 1 (Half-Day) Module 3 (Half-Day)
Introduction to Customer Service
What is Customer Service?
Who Are Your Customers?
When Does Customer Service Take Place?
The Need for Customer Service
What Does Customer Service Mean to You?
Developing a Customer Friendly Attitude
Excitement is Contagious
Communication Skills
Developing Effective Communication Skills
Non-verbal Communication Skills
Verbal Communication Skills
Choice of Words and Voice Tone
Presenting a Professional Image
Module 2 (Half-Day)
Knowing Your Customer
Knowing Your Customer
Assertive Working Style - Result-Oriented
Analytical - Detail-Oriented
Amiable - People-Oriented
Dominant Behavioral Style
Calming Upset Customers
Calming Upset Customers
Avoiding Upsets
5 Key Steps to Calming Upset Customers
...
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