Superior Service Strategies: How to Win and Keep Customers

Superior Customer Service Strategies: How to Win and Keep Customers

How the customer is treated from the time she walks through your doors until she leaves add up to the total customer experience that she will remember. Everyone your customer meets and everything she sees, hears, or touches impacts the experience.

We all hope that her experience was pleasant and that that she will want to return. But, how can we ensure that indeed she received the best service possible? How can we sustain great customer service?

• Learn by doing
• Role play different customer scenarios and see what the customer sees
• Hear what your customer hears
• Learn to provide what the customer really wants
• Have fun while learning

Additional Benefits of the program

• Buffet Lunch at a nearby hotel
• AM and PM snacks
• CD of presentation materials
• Certificate of attendance
• Free Wifi Internet Connectivity

Who should Attend?

This is a dynamic, must-attend seminar for everyone who communicates with customers.

Training Methodology

The program is highly interactive and includes:

• Sharing of actual experiences
• Visual Presentations
• Usable templates
• Group Discussions
• Coaching
• Role playing and Critiques

Objectives of the Program

At this one-day workshop you will

• Learn the principles and skills needed to provided excellent customer service consistently
• Identify ways to create customer-friendly processes by looking through the eyes of the customer
• Identify KPI’s for your organization
• Communicate with your customers effectively and profitably
• Listen to the voice of your customer
• Discover how to create processes that make your customer smile
• Handle difficult customers and situations
• Remove unnecessary steps that may irritate your customer

Seminar Topics

The Vital Role of all personnel who face customers

• Seeing what the customers see
• Customer Service Icons
• Customer Service Facts
• Your Customer Service Goals
• Aligning With your Vision and Mission

Turn every customer into a Business Partner

• How to gain the trust of your customers
• How to make your customers feel important and appreciated
• How to let customers know you are really listening to them

What does your customer really want?

• Analyzing what your customer really wants
• Using value stream analysis to flow delivery of product to your customer
• Analyzing points of contact with your customer
• Powerful resource-management tips to increase customer service
• Developing your step-by-step strategy that makes superior customer service the rule, not the exception.

Handle Difficult Situations

• How to handle the most demanding situations without getting angry or losing your composure
• Transform complaints into valuable customer feedback.
• How to be assertive, say "no" and be firm
• Win over angry or abusive customers.

How to Use Teamwork as a Powerful Force

• Developing and working with teams
• Team-building techniques

Techniques for Better Communication

• Using conversation to build a relationship
• How we communicate
• Making sure the customer hear what we say
• Asking useful business questions
• Recognizing nonverbal signals and communicating interest to customers
• Guidelines to communicate your message clearly, avoid misinterpretation, and project a positive image of your organization
• Avoiding messages that hurt the business

The Critical Art of Listening

• Listening to the voice of the customer
• Techniques to convince the customer you are really listening
• Really understand what your customers are saying

Strategies for Goodwill and Trust

• Win your customers' trust and build their feelings of loyalty for a long-term satisfying relationship
• Developing the raving fan

Winning Telephone Techniques

• Using the telephone to connect with your customer
• Effective use of the telephone
• Telephone etiquette

How to Deal with Complaints and Angry Customers

• Turning a complaint into useful feedback
• Dealing with difficult customers while maintaining your professionalism and sanity

Overcoming Stress and Burnout

• Tools for Developing Customer Service
• Maintaining Superior Customer Service

This program is also available in in-house, tailor fitted formats, to address your specific concerns.

Printable Version