Whether your organization is big or small, service or manufacturing, it boils down to having customer service skills that enable you to create a profitable and lucrative experience. Many companies forget or ignore the fact that customer service has direct impact on profits - especially future profits. In today's economy, customers are questioning value even with companies they have known for years.

Successful companies will anticipate customer needs and solve problems before the customer knows they even exist. But before you can do this, you have to start with the basics. During this one-day seminar you will learn ways to increase communication with customers in person or over the phone, techniques for dealing with angry customers, keeping your composure under stress, and much more.

Key Information

The Customer Service Mindset

• The Service Principle

• Creating the Customer Service Environment
• Learning What Customers Expect
• Important Differences between Internal & External Customers

Is the Customer Always Right?

• Managing Customer Expectations

• The Nature of Complaints
• Key Differences between Face to Face and Over the Phone
• Balancing Customer satisfactions with Business Results

Listening to Create Results

• Getting to the Core of the Issue

• Resolve Issues So They Stay Resolved
• Control the Timing and the Direction
• Helping to Lead the Other Person to Their Own Solution

Gaining Understanding

• Identifying the Real Issue

• Recognizing Emotions
• Avoiding Misunderstandings
• Listening in Hectic Situations

Dealing with Emotionally Charged Situations

• Controlling Your Own Emotional Response

• Diffusing Negative Emotions
• The Art of the Apology
• Persuading Them to Take No for an Answer

Benefits of Attending

• Get to the essence of a problem

• Avoid misunderstandings by clarifying what others are saying
• Present each customer with the same, consistent message
• Deal with difficult customers
• Learn how to analyze what makes your customers happy
• Influence others within your organization to become more customer-focused
• Recognize and reward splendid customer service