Create an Environment of Excellent Customer Service
The purpose of this workshop is to identify essential elements to help create an environment of excellent customer service. Learn skills & techniques to stress the importance of improved internal & external customer service; unlock the mystery of how a positive mental attitude affects the service provided by your organization and why offering consistent service will increase your competitive edge.
Details of This Workshop
- Duration: 4 Hours (Includes Two, 10-minute Breaks)
- Audience: Entire Organization
Highlights & Skills Learned
- Discuss similarities between outside calls and those originating within the company
- Relationship of the company’s internal techniques and its total service effort
- Four techniques to assure calls are handled courteously, effectively and professionally
- Difference between an “Internal” and “External” customer
- Six elements of excellent internal service
- An exploration of how internal service affects external service
- Demonstration of customer service techniques designed to enhance internal service
- Three keys to a positive mental attitude
- How a positive mental attitude influences service and every aspect of life
- How personal and professional situations affect your positive mental attitude
More Info:
For a personalized quote and full details, please contact us at 314.291.1012.
Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!