How to Deliver Exceptional Customer Service

Benefits of the seminar

Learn how to:

• Make your customers feel important and appreciated
• Make your customers repeat customers
• Help your customers promote your business
• Use a process to reduce stress and turnover
• Become a master in the art of listening.
• Say "no" and be firm
• Deal with angry customers

What you will Cover

• The Importance of exceptional Customer Service
  • Designing for Repeat Business
• Understanding Customer Expectations
  • Identifying, Focusing and Prioritizing the Top Expectations of Customers
  • Creating a Service Mission Statement to stay Focused
  • Customer Service is an Attitude not a Department
  • Identifying your external and internal Customers
• Customer Service as a Process
  • The hidden danger of false assumptions
  • Bottlenecks, annoyances and delays that irritate the Customer
  • Documenting Customer Concerns
  • Error Proofing Customer Service
  • Making business with us easier and faster for the customers
• Understanding Personality Styles
  • Connecting emotionally with our customers
  • Listening Skills
  • Removing Obstacles to Listening
  • Practicing Proactive Listening Habits
  • Handling Customers With Listening Problems
• Telephone Techniques
  • Standing Out From the Competition
  • Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail
• Using the right Vocabulary
  • Keeping Customers Calm with the right Words
  • Persuasive Language Patterns to Gain Cooperation
• Handling Angry Customers
  • Transforming an Angry to a Repeat Customer
  • How to Maintain Composure

Seminar Methodology

This is a fun, stress free and highly interactive seminar. It combines the following:

• Short lectures
• Live-facilitation
• Case studies
• Role-playing
• Group discussions
• Experiential learning workshops
• Limited group size

Who should attend?

• Managers
• Supervisors
• Team Leaders
• Salespeople
• Customer Service Representatives
• Technical Support, Hot Line, or Help Desk
• Operators, Receptionists, Administrative or Sales Assistants
• Everyone in a Customer Focused Organization

Additional Benefits of the Seminar

• Buffet Lunch at a nearby hotel
• AM and PM snacks
• CD of Presentation materials
• Certificate of attendance
• Free WiFi Internet Connection

Venue

RMP Training Room, 204 Languages Internationale Bldg., 926 Arnaiz Ave (formerly Pasay Road), Makati City, Philippines.

Slots are limited so register Now!

Pre-registration is required. Slots are limited so register Now! Please email seminars@rmpconsultancy.com or call Chili, Francis or Raffy at 396-5425 or 372-4563 or text 0918-937-3455 for more information. You can also call the seminar venue 813-7824 on seminar days (usually Wed, Thur and Fri). A registration form can be downloaded from our website at http://www.rmpconsultancy.com.

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