Customer Service Excellence:How to Win & Keep Customers (Live Online)

Providing customer service excellence is what will keep your customers coming back.Who Should Attend:Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.How you will benefit:Deliver better, faster service and increase customer satisfactionLearn how to gain repeat businessKnow what customers expectIncrease your credibility with customers—and your value to your organizationManage stressful situations more effectivelyRecognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problemWhat you will cover:The benefits of providing good customer serviceFocusing on customer service excellence and successHow customer service creates revenueWhy customer satisfaction is based on perceptionsFocusing on customers’ top two expectations to save time and reduce stressManaging customer expectations by personality styleDealing with difficult customersResponding effectively to specific customer behaviorsCourse Outline:Learning ObjectivesIdentify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict ResolutionUnderstand How Customer Service Successes Create Revenue and Healthy OrganizationsAppreciate the Importance of Building Trust in Both Internal and External Customer Service RelationshipsRecognize How Prioritizing and Focusing on Your Customer’s Top Expectations Can Save Time and Reduce StressDevelop Strategies for Remaining Calm and Optimistic Under PressureExpand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening StylesUnderstand the Power of Words When Communicating Via the Different Customer Communication ChannelsRecognize and Respond Effectively to Specific Customer BehaviorsRemain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat CustomerThe Power of Customer Service ExcellenceUnderstand How Customer Service Creates Revenue and Healthy OrganizationsAppreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at WorkCreating a Culture of Credibility with Internal Customer ServiceIdentify Internal and External CustomersAppreciate That Internal Service Is Just as Important as External ServiceUnderstand the Two Levels of Customer ServiceGain Influence Over Issues You Can’t ControlRecognize the Importance of Building Trust in a Customer Service RelationshipBuilding Credibility By Managing Customer ExpectationsDiscuss the Role of Perception in Satisfying Customers’ ExpectationsIdentify the Source of Customers’ ExpectationsDetermine Customers’ Top ExpectationsRecognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce StressManaging Conflict with Professionalism Under PressureUnderstand How Emotions Are CreatedDevelop Mental Strategies for Remaining Calm and Optimistic Under PressureUse Body Language to Manage Your Emotional StatesChange Emotional States to Avoid Negative CarryoverEffective Communication Styles for Customer SatisfactionUnderstand Your Own Personality StyleIdentify the Personality Styles of OthersUse Personality Styles to Communicate with Your Customers Based on Their PreferencesExpand Your Communication Skills for Better Results with CustomersEffective Communication with Personalized Listening SkillsEnhance Listening StrengthsReduce Listening LiabilitiesIdentify Your Customers’ Listening Styles and Your OwnBuild Rapport with Customers and Expand Your InfluenceCustomer Communication Channels and the Power of WordsIdentify the Different Types of Customer Communication ChannelsAppreciate the Power of WordsUse Persuasive Language PatternsIdentify Techniques to Stand Out on the TelephoneCompose Email Correspondence That Customers Will Read, Understand, and AppreciateUse the Power of Social Media to Enhance Customer ServiceStrategies for Dealing with Challenging CustomersRecognize and Respond Effectively to Challenging CustomersUnderstand the Physiology of AngerTurn a Challenging Customer into a Happy, Repeat Customer Using a Recovery SystemApply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers