By the end of this course, delegates will be able to:

• Deliver better, faster service and increase customer satisfaction
• Learn how to gain repeat business
• Know what customers expect
• Increase your credibility with customers—and your value to your organization
• Manage stressful situations more effectively
• Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

You will have the opportunity during the workshop to experiment and try out new skills and understanding, before finally deciding how to apply and integrate the learning into your workplace activities

DAY 1 

The Benefits of Excellent Service

• Focus on Customer Service Success
• Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
• Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

DAY 2 

Professionalism under Pressure

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
• Use Body Language to Control Your Emotional State
• Honor Negative Emotions Positively
• Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
• Internal Customer Service
• Identify Internal and External Customers
• Appreciate That Internal Service Is Just as Important as External Service
• Understand the Two Levels of Customer Service
• Have Influence over Issues You Can't Control

DAY 3 

Managing Customer Expectations

• Appreciate That Customer Satisfaction Is Based on Perceptions
• Identify Your Customers' Top Two Expectations
• Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
• Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations
• Managing Customer Expectations by Personality Style
• Understand Yourself and Your Own Personality Style
• Understand and Identify the Personality Styles of Others
• Avoid Taking Things Personally
• Expand Your Communication Skills to Get Along Easily with More Customers

DAY 4 

Personalized Listening Skills

• Build on Your Listening Strengths
• Reduce Your Listening Liabilities
• Identify Your Customer’s and Your Own Listening Style
• Create Rapport with Customers More Easily to Have More Influence
• Vocabulary, Telephone, and E-mail
• Appreciate the Power of Words
• Avoid Creating Negative Impressions with Words
• Use Persuasive Language Patterns
• Stand Out on the Telephone
• Write E-mail Quickly That Customers Will Read and Understand

DAY 5 

Dealing with Difficult Customers

• Recognize and Respond Effectively to Specific Customer Behaviors
• Understand the Physiology of Anger
• Listen to an Angry Customer So That They Calm Down
• Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
• Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools

• Anyone who provides a service or product to external or internal customers
• Including customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want to reinforce their skills and train their staff