Build a Solid Foundation of Service
To motivate and teach effective techniques to help build a solid foundation of service that impacts the customer’s perception of your organization. This in turn, leads to new business opportunities with customers and greater job satisfaction for the staff.
Details of This Workshop
- Duration: 4 Hours (Includes Two, 10-minute Breaks)
- Audience: Support, Sales & Customer Service Staff, Management, Trainers
Highlights & Skills Learned
- Six common errors when dealing with customers
- Effective strategies for avoiding each of those errors on the job
- The Telephone Doctor’s “Three Part Greeting” and reason for it’s effectiveness
- “Welcoming Phrases” to set the stage for positive interaction with customers
- How to gently gather information
- Key principles for dealing with irate customers
- Understanding and applying the ASAP technique
- Effective use of the Telephone Doctor’s Swear Stopper
- Techniques to avoid making excuses to customers
- How to better manage stress and emotions in the office
- How to avoid “Five Forbidden Phrases” that offend customers
- Effective alternatives for each of those phrases
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!