Click on the name of customer service program you would like to view. All training programs are fully cusomizable for your industry and specific needs.
All programs can be customized
to your industry and your organization's current challenges.
Providing Effective
Customer Service
Key objectives
Create a customer retention oriented environment
Make sure basic and cutting edge customer service skills are consistently
implemented
Improve telephone image: Establish culture of telephone professionalism
Establish credibility, reliability and responsiveness
Develop repeatable telephone customer service process
Meeting large company expectations
Build productive hands-on relationships
Suggested agenda
Goal setting: What does great customer service look like?
Are your personal goals connected to the company’s goals?
Time control: doing the worst things first and knowing when to say no!
Customer-focused systems: Customer service is not an accident
The five-year plan: long-term goals with short-term focus
What customers really want: Understanding your customer
Why customers quit doing business with you: The statistics
What makes big customers different from small ones
The customer is on the line: Telephone skills
How to create repeat customers
Why would your customers leave? (How you lose business on the phone)
What customers really want on the phone: Solutions and good feelings
Professional inbound telephone skills: You are the key to your company’s
image
Effective greetings: The studies show what works
Gathering accurate information
The super-hold formula: Putting people on hold and making them like it
Telephone Body Language
Do your customers feel heard?
Ending the endless call: Asking the questions that will complete the call
The four-step process for handling difficult calls
Handling your own stress and combating burnout
How to handle difficult customers
A little psychotherapy: Handling irate callers
Know-it-all experts
Indecisive stallers
Complainers
People with personal problems: Dealing directly with the behavior
Compassion as a customer service tool
Men and women: Different communication styles
Salvaging lost relationships (the secret of the top 3 percent)
Making good customer service happen
Building trust in the first 15 seconds
Identifying needs: The art of negotiations
Asking the right questions
Gaining agreement
Presenting your services as the solution
Overcoming Objections: Building ironclad rebuttals in advance (creating
value)
Knowing when to stop talking
Empowering customers with knowledge
Listening like an industry leader
Understanding the selective listening syndrome
The adultism theory: It’s hard to listen if no one listens to you
Telephone listing skills
Do they understand that you understand?
Some scientific facts
Developing a service strategy
Specific measurable guidelines
Customer satisfaction goals
The three things you must do to instill a customer service culture in any business
List 20 ways you better position yourself in the minds of your customers
Determine how well you deliver service
Make the customer's life easier
Motivation
What is the great motivator?
Neurosis is a substitute for legitimate suffering
Our circumstances do not dictate the quality of our service
How important is your job?
Wrap-up
Who learned what?
Knowledge is not power; implementation is power
Action creates opportunity
Follow-up program
Customer service basics: Are we doing the basics?
What have we learned about the needs of big customers?
The customer is on the line: Improvements
Looking at the system: What’s not working
Customer Service Training
Exercise In this facilitated process, participants individually create three customized
questions based on the information presented in this segment and role-play
with a partner. Then the entire training team splits into two sections: the
customer consulting group and service provider consultant group. Each team
selects a representative and coaches him or her through a role-playing session.
This exercise provides tools on how to move from objections to gaining agreement
and gives insights into what we often forget about effective communication
when we are in front of customers.
Please contact Wynn Solutions to discuss your training needs.
Due to our partnerships with some of the nation's best speakers, trainers and
leading authorities, we are able to offer your company a large variety of the
highest quality training solutions. Phone: 888.833.2902, e-mail
Wynn Solutions