5.12 Solutions
Management
Series:
Winning Through 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.
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. We show you how by giving you the instructions you need to “bridge” the mix. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers’ individual styles and needs.
This workshop 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.
The program is a core 1 1/2-day program that can also be delivered in a condensed one-day version, or in three 1/2-day sessions to accommodate your busy training schedules. The program further incorporates the use of the elearning courses Delivering Customer Focused Service and Dealing with Difficult Customers as pre work or post-work, allowing you to focus more in class time on customer-specific role plays and group discussions. An optional feature shows you how to incorporate behavior/communication style surveys to reinforce the communication portion of the program.
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.
For a more detailed description and outline, download the free pdf course description above.