| Customer Service Training begins only after first assessing
your company's goals. When the actual training program is developed, it can then
utilize this management guidance to enhance the learning process.
Attitude, behavior and communication skills
CAN be
improved
in the workplace.
|
|
| We will assess your needs and customize a program for you!
|
|
| EIGHT
MAJOR PROGRAM TOPICS |
|
Understanding Client
Behavior
|
Defining High Performance
Customer Service
|
* Power Points of human behavior
* Behavior evaluation
* Client behavior styles
* Client buying habits
* Negotiation styles
* Effective interpersonal relationships
* Finding a simple system
* Developing a common language
|
* Evaluation
* Defining a customer service mission
* Going the extra mile
* Why clients defect
* Roadblock to high performance
customer service
* What's in it for me?
|
|
|
Organization
|
Precise Communications
|
* Streamline paper and work flow
* Managing information
* Handling interruptions
* Ten diplomatic tactics for getting
supervisors and co-workers
to help you succeed
|
* Effective communication
* The art of conflict resolution
* Hidden meanings in communication
* Six points for seeking information
* Active listening
* Telephone protocols
* Electronic manners
* Kinetics (body language)
|
|
Influencing
Skills
|
Initiatives
|
* Conserving and utilizing company
resources
* Managing customer expectations
* Relying on a company teamwork
* Choosing words carefully
* Being proactive
* Looking toward future sales
* Follow-up
* Keeping clients informed
* Retention activities
|
* S.M.A.R.T. goal achievement
* Personal business mission
* Daily priorities
* Positive - Negative recognition
|
|
Problem Solving
|
Procedures
|
* Options when you can't say "yes"
* The client is always the client
* How to recover "nobody's perfect"
* Client complaints and
disappointments
|
* Telephone effectiveness
* Ten major do's and don'ts of high
performance customer service
* In-person customer relations
* Handling client inquiries
|
|
