Exceptional Customer Service (1-Day Seminar)
Whether your people are in a call center, a hospital, or providing a public service, they are the direct link between your company/organization and the client. Exceptional Customer Service starts with the proper attitude toward your position, your company, and most of all, the customer. It’s cheaper to keep customers then obtain new ones, so your customer service team has to be top notch and not only meet, but also exceed your client’s expectations. How your employees treat, handle, associate with, and work with your clients makes all the difference in the world. This one-day seminar concentrates on attitude, communication (including listening), confrontation skills, complaint adjudication, anger management, authority, in-person vs. telephone presence, speaking vs. writing, and stress prevention. This class arms your employees with the appropriate attitude and tools to effectively serve your client or customer base.
Attitude
What is it?
Why is it so important?
It is under your control
How to be positive
Communication
Definition of communication
Importance
Responsibilities of the players
Miscommunication
Asking the right questions
Listening
Definition
3 levels of listening
6 Cardinal points
Ensuring you listen correctly
Ensuring “they” listen and understand
Customer Expectations
What customers expect
What your company expects
Your limitations
If you care, you will show it
Impossible situations
Confrontation
Managing conflict
Negotiating a “Win-Win” solution
Saying “No”
Nobody knows more than you about your product
Helping Angry Customers
Why are they angry?
What could they angry about?
Who are they angry with?
Step one: Stay calm
Step two: Helping them calm down
Work with the problem – not the symptoms
When You Get Angry
We do not explode
What causes your anger?
Arresting your anger
Options (to showing anger)
Complaints
It won’t take long before you have heard them all
Why do customers complain?
Complaints NEED to be heard
It’s a great day when you get them!
Feedback is always good
Don’t sympathize – Empathize!
In Person vs. Telephone
Why in-person is the best
Make the 1st impression good
Non-verbals say a lot
When they can’t see you
Phone manners
Speaking vs. Writing
Writing is patient
Now they cannot see or hear you…
Succinct writing works
Letters, Emails, Texting
Stress
What really causes stress?
Why it can kill you (really)
Don’t just deal with stress – prevent it
12 ways to lower your stress level
There is no boundary between professional and personal stress
It doesn’t just affect you
Remember: when it comes to clients, you don’t “handle” them, you “serve” them.