In Customer Service Fundamentals, you learned how to tune your customer service instrument to lead the symphony of customer service. During this advanced seminar we will continue tuning up our instrument and learn problem- solving and communication strategies that work!

NOTE: Customer Service Fundamentals is NOT a prerequisite for this class, but compliments the material.

In this seminar you will learn how to:

 

• Deal with difficult customers.
• Understand and diffuse customer emotions.
• Make the problem better - or worse!
• Creatively solve problems.
• Keep loyal customers.

Have you ever walked into a retail store and WANTED to buy something simply because of how gracious the host was? Or, have you ever ordered dessert when you weren't hungry any longer because the waiter, who had been so wonderful throughout the entire meal, suggested it? If so, you have witnessed an artist directing the symphony of customer service.

During this seminar we will talk about the many benefits of great customer service. Then you will identify your personal customer service instrument, tune it up, and start practicing for the production!

In this seminar you will learn to:

 

• Refresh your perspective.
• Focus on the customer.
• See things from the customer's perspective.
• Keep a fresh attitude.
• Keep a fresh attitude.

Superior customer service is the result of effective service leadership, and is critical in today’s competitive environment.  This seminar is designed to show managers and supervisors how to manage world-class service delivery in their organizations.

Learn How-to: 

• Surpass your customers’ needs and expectations
•  Attract and retain people committed to service excellence
•  Create and sustain customer loyalty
•  Craft the service standards needed to ensure consistency
•  Keep your employees at the top of their game by recognizing, rewarding and celebrating success
•  Make your own plan of action

You Will Benefit By: 

• Relating service quality to business objectives
•  Learning techniques for listening to your customer
•  Managing your service delivery systems
•  Understanding why service recovery is important
•  Developing key concepts for solving the people puzzle including principles for picking strong service employees
•  Understanding how to be a service leader who mentors others

Who Should Attend:
First and second level managers, front-line supervisors, department, team and task force leaders, HR managers and all those who want to improve the quality of service their organization provides to external and internal customers.

Learn on-the-job peacekeeping skills that will help you prevent blowups, mediate disputes and foster teamwork. You will learn how to defuse conflicts involving negative or hostile internal or external customers.

You can turn complaints into opportunities to create satisfied customers: It's a matter of learning what works. Although situations vary, the way you communicate often plays a large role in whether you succeed in meeting the customers' expectations. Learn to identify what the customer really needs from you to ensure satisfaction. By focusing on the process rather than simply the task, you can impress both internal and external customers with your ability to:

• Use the four R's of customer service to create an alliance with the customer
• Identify the most common expectations of most customers
• Re-group after a challenging customer interaction
• Stay solution-focused and manage conversations with angry customers

Designed for everyone who deals with people daily, the skills learned in this course will provide you with the tools that will work with your external clients and customers, as well as with co-workers and staff.

This interactive workshop provides an opportunity to assess your satisfaction with your own job performance and identify areas in which your self-confidence may be as healthy as you would like it to be. Participants will learn about the connections between the level of our self-esteem and the ability to remain persistent and self-motivated to achieve our professional goals.

Learning objectives covered in the workshop include:

• The six "pillars" of self-esteem that combine to create a positive self-image
• Techniques for setting small, reachable goals to keep us focused
• The ways our lack of confidence causes us to sabotage our opportunities to stretch ourselves professionally
• The importance of reviewing and discarding cognitive distortions that we may have learned early in life, which remain with us in the form of an inner critic
• Clear, practical strategies to align our vision of "future self" with the present reality