Is providing excellent customer service an important part of your operational strategy? And when it comes to handling internal and/or external customers, what could your team do to realistically raise the bar? During this fast-paced course, you will develop a road-map based on best practices that define in a realistic way how your team will consistently deliver exceptional customer service more often. Note: This course can be conducted in either a 4 hour or 8 hour format.
Course ID: DGCS
Strategies for Delivering Exceptional Customer Service More Often
Learning Objectives
- Help employees deliver great customer service more often, resulting in better service to customers, operational excellence, and greater financial success to the organization
- Help clients be successful by providing better business processes to focus on meeting client needs
Major Topics
- How to pinpoint/resolve operational bottlenecks in the existing customer service system
- How to assess organizational needs
- The secret behind giving great customer service when you’re not in the “mood”
- How to spot when you unknowingly deliver lousy customer service
- Learn key business metrics to signal poor customer service
- The relationship between delivering great customer service and operational excellence
- Key phrases that instantly turn customers off and how to avoid them
- A two-step process for managing long-winded customers
- Two quick ways to immediately see the situation from a customer’s perspective
- Two specific strategies they can use to manage their attitude even when it’s gone south
- Three specific ways to build powerful customer rapport
- Why attitude is everything – and how to hide a bad attitude from a customer and still deliver great service
- How to avoid a listening trap that tends to cause frustrating customer service problems
- Specific language to use that conveys customer importance
- The essential key to effectively dealing with angry customers
- The secret behind saying “no” and still give great service
Who Should Attend
Professionals and their staff
Fields of Study
Personal DevelopmentPrerequisites
A desire to learn how to deliver exceptional customer service