Take Your Organization To The Next Service Level
Takes your organization to the next service level by exceeding customers’ expectation! Teaching skills and techniques to be more proactive, seize rapport-building opportunities, encourage add-on sales, assist with the retention of customers, while offering consistent service to both internal & external callers.
Details of This Workshop
- Duration: 4 Hours (Includes Two, 10-minute Breaks)
- Audience: Skilled Support, Sales & Customer Service Staff, Management, Trainers
Highlights & Skills Learned
- Effective techniques to handle difficult customers
- Learn add on and soft question techniques to raise sales
- How various forms of communication influence all aspects of life
- Correct techniques for various challenging workplace and personal situations
- How to avoid de-sensitization
- Importance of tone of voice
- Problem Solving
- Differences found in passive, average and proactive customer service representatives
- Telephone Doctor’s Tools of Proactivity
- Taking advantage of rapport-building opportunities
- How to recover business opportunities
- Managing the feelings of disappointed customers
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!