Winning through Customer Service

Winning Through Customer Service will win your company more business through excellent customer service. 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. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers' individual styles and needs.

The core program is 1 1/2-days. It can also be conducted in a condensed one-day version, or in three 1/2-day sessions. The program is modular and includes:

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

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

The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.

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