Providing Outstanding Customer Service

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Course Overview

This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

Who Should Attend

Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customer will benefit from this course.

Course Objectives

    • Define customer service in relation to both internal and external customers
    • Recognize how your attitude affects customer service
    • Identify your customer\'s needs
    • Generate repeat business with outstanding customer service
    • Build goodwill through in-person customer service
    • Provide outstanding customer service over the phone
    • Connect with customers through online tools
    • Deal effectively with difficult situations

Course Outline

1. Customer Service - A Baseline

  • Recognizing Your Customers
  • Understanding Your Role in Customer Service

2. Developing A Customer Service Mind-Set

  • Leveraging Your First Impression
  • Feeling Positively About Customers
  • Mastering Moods and Emotions

3. Identifying Customer Needs

  • Understanding the Customer\'s Situation
  • Avoiding Assumption and Prejudgment
  • Meeting Basic Needs
  • Seeking to Exceeding Expectations
  • Building Repeat Relationships

4. Connecting with the Customer

  • Achieving Authenticity through Body Language
  • Responding Effectively to Problems
  • Mastering Online Etiquette
  • Seeking Customer Feedback

5. Dealing with Difficult Situations

  • Effectively Addressing Complaints
  • De-escalating Anger
  • Establishing Common Ground
  • Remaining Calm, Respectful and Objective

6. Effectively Addressing Complaints

  • Creating a Memorable Customer Experience

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Class Dates & Times

Class times are listed Eastern time
‘GTR’ = Guaranteed to Run

This is a 2-day class

Price: $1,195.00

Register for Class

Register When Time GTR How
Register 07/15/2024 9:00AM - 5:00PM GTR VILT
Register 07/15/2024 11:00AM - 7:00PM GTR VILT
Register 10/17/2024 9:00AM - 5:00PM GTR VILT