Customer Service Training Entertaining customer service in-house training programs. 888.833.2902 info@wynnsolutions.com The companies that attract and keep the best customers are usually the most effective at managing expectations and emotions. Successful companies train their people to anticipate customer needs and to solve problems before the customer knows they exist.

Depending on the focus of the program customer service representatives learn:

• How to establish credibility, reliability and responsiveness
• How to develop a repeatable telephone process
• How to create repeat customers
• How to gathering accurate information
• How to build trust in the first 15 seconds
• How to overcoming objections: Building ironclad rebuttals in advance
• How to know when to stop talking

Wynn Solutions customization process

Customer Service Articles

• Customer Service is Dying and I'm not feeling so Well Myself
• The Big Lie: Customers Want Service
• Where did customer service go?

Mediocre service can be worse than no service in some cases. If we can solve customers’ problems before they know they have any, they will feel much better about their purchase but we will lose the opportunity to generate additional revenue and good will through all that . We have to decide which has more value to the customer and to us. ~ Garrison Wynn

Our on-site trainers are experts at making customer service information engaging, entertaining, memorable, and easy to understand. Learning experts agree that people retain and implement what they enjoy learning, what makes them laugh, and what they feel relates to them personally.

We combine industry-specific market research with surveys of top performers to give you a high-impact experience that goes beyond best practices. Our customer service programs are fast paced, interactive, and focused on providing tools your people can implement right away.

Customer Service Program Titles

• Providing Effective Customer Service
• Customer Focused Service (Two-day training program)
• Internal and External Customer Service
• Building Trust up Front (One-Day Complete Seminar)
• Coping with Difficult People (Two-hour program)
• Making the Ultimate Connection with Your Customer
• Making the Most of Difficult Situations (One-Day Seminar)
• Business Etiquette (Half-Day Program)
• Surviving Your Life (Phase I Program for 911 Emergency Respondents)
• Surviving Your Life (Phase II)
• Train-the-Trainer (Six-Hour Program "Customer Centered Selling")

Customer Service SamPle
Program Descriptions

• Create a customer retention oriented environment
• Make sure basic and cutting edge skills are consistently implemented
• Improve telephone image: Establish culture of telephone professionalism
• Establish credibility, reliability and responsiveness
• Develop repeatable telephone process
• Meeting large company expectations
• Build productive hands-on relationships

• Goal setting: What does great 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: 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

• 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

• 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 tool
• Men and women: Different communication styles
• Salvaging lost relationships (the secret of the top 3 percent)

• 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

• 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

• 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

• 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?

• Who learned what?
• Knowledge is not power; implementation is power
• Action creates opportunity

• 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

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.