WINNING THROUGH CUSTOMER SERVICE

Win More Business Through Excellent Customer Service!

While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service.

“Here is a simple but powerful rule: always give people more than what they expect to get.”
Nelson Boswell

No organization can afford to lose customers because of poor service, but many do. Customers remember how they’ve been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. When customers are pleased, they’re likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.

Who In Your Organization Will Benefit?

• Sales and service representatives.
• Service managers.
• Anyone who has internal and external customer contact.
  

This program was developed to do what the title suggests: Win more business through excellent customer service. This sales and service program utilizes a variety of interactive training methods to target the skills, behaviors, and attitudes that have the greatest impact on understanding the customer and providing solutions.

This unique approach allows you to customize your customer service training with both classroom and Internet-based training options. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers’ individual styles and needs.

Course Description

This online program trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. The skills taught address the major concerns identified by over fifty organizations within the service industry and over 10 years of product field research. At the heart of this program, is a step-by-step process for conducting a customer service transaction.

Course Content

Module 1: Your Role as a Professional: Identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.

Module 2: The Essential Communication Skills:Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.

Module 3: The Customer Service Transaction: Introduces a step-by-step procedure for conducting a customer service transaction

• Phase One: Establish a professional relationship.
• Phase Two: Identify how to help the customer.
• Phase Three: Provide the required assistance.
• Phase Four: Complete the transaction and follow up.

Module 4: Dealing With Difficult Customer Situations: Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.

Course Format Flexibility

The program is delivered in two online sessions

1. Delivering Customer Focused Service: covering Modules 1-3 of this program

2. Dealing with Difficult Customer Situations: covering Module 4

Participant Workbook

This workbook serves as a companion to the online program. Though not required, the workbook provides the learner with more information to be learned and exercises to reinforce and transfer that learning,, references such as: course objectives, key terms, activity worksheets, Job Aids and Resource Materials. One book is required for each participant. The workbook was designed for use with the classroom version of this course and does not correspond directly to the online course – it is, however, a valuable resource for practicing the skills and for reinforcement. It is highly recommended.

Training Support

Support for Facilitators, Trainers and students is also available by email, teleseminars, or webinars. If you have questions, or would like more information, please contact us
All courses are offered on a 12 month subscription basis.

To Purchase

Delivering Customer Focused Service (Modules 1-3) is a 1.5 – 2 hour Online Course

US $44

Dealing with Difficult Customer Situations (Module 4) is a 1.5 – 2 hour Online Course

US $44

Modules 1-4 Online Course Plus Participant Manual

US $97