Course Description
Customer Service Best Practices
Today, competition is
fierce, and customers have
more options than ever
before. Failure to listen
and respond to the voice of
the customer causes stress,
anger and frustration for
customers and the ultimate
failure of those businesses
that are not happily and
intimately connected with
them
This training examines
business practices that
focus on meeting and
exceeding the needs and
expectations of the
customer. The participants
will gain awareness and
understanding of strategies
and techniques for
delivering and maintaining
excellent customer service.
A business that implements
these best practices will
enjoy significant customer
service improvement over
time and will develop a
business culture in which
employees continue to learn
and use superior customer
service skills.
The Customer Service Best
Practices Workshop will
teach your employees how to:
- Demonstrate increased
telephone professionalism
- Adapt their individual
communication style, through
voice, speed and tone, to
suit different customers.
- Apply active, empathic
listening, with questioning
techniques for complete
understanding of the
customers’ needs.
- Manage the conversation
with an assertive, “action
oriented” approach.
- Effectively address and
satisfy a difficult or irate
customer.
- Improve personal
effectiveness through stress
management.
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