A sample customized course description
Summary:
This course examines the impact of attitude and communication skills on the quality of customer service. Through a series of experiential exercises, participants discover how to take responsibility for building successful relationships with their customers. The program teaches participants new skills and techniques for improving customer service; it helps them become more aware of their own behaviors and attitudes while dealing with customers. Participants learn through experiementation how to handle a variety of customer service situations.
What Will You Learn?
Building Rapport: Going the Extra Mile
- Attitude of acceptance
- Obstacles to good service
- Exploring options to meet customer needs
- Acknowledgement and appreciation
- Letting go of preconceptions
- The behaviors that build rapport
- Dealing with difficult situations
Communication
- Listening
- Techniques to avoid misunderstandings
- Impact of non-verbal messages
- In-person versus telephone contact
Responsiveness
- Dealing with the unexpected
- Keeping focus on the customer
- Adapting to changes
- Responding to customer cues
Attitudes for Quality Customer Service
- Service = Survival
- Treat each contact as the first
- The customer is the #1 priority
- Additional services provide value
- Everyone affects customer service
How Will You Benefit?
- Increased satisfaction for you and your customer
- Selling additional services
- Repeat business
- Fewer customer complaints
Who Will Benefit?
All customer contact personnel:
- Sales people
- Internal support staff
- Customer service representatives
- Telemarketers
Course Length: 1 or 2 Days