Exceptional Customer Service (Live Online)

The focus of the training is to ensure increased customer satisfaction, increased repeat business, increased customer referrals, increase sales and a decreased staff turnover.Learning Objectives:Making a good first impressionMaintaining a positive and courteous attitude Reading body language Asking questions and listening skills Establishing rapport and building relationships Interacting with customers face to face Interacting with customers over the phone Interacting with customers via email Dealing with difficult customers Knowing when to escalate 10 Things to wow every timeCourse Outline The Basics Who Are Customers? (internal/external) What is Customer Service? Who Are Customer Service Providers? Establishing Your Attitude Appearance Counts! The Power of a Smile Staying Energized Staying Positive Identifying and Addressing Their Needs Understanding the Customer's Problem Staying Outside the Box Meeting Basic Needs Going the Extra Mile Generating Return Business Following Up Addressing Complaints Turning Difficult Customers Around Face-to-Face Customer Service Greeting the Customer Dealing with Requests Looking for Opportunities to Help The Advantages and Disadvantages Using Body Language to Your Advantage Ending the Interaction Telephone Customer Service Listening Carefully Saying Hello: The Opener The Advantages and Disadvantages Telephone Etiquette Tips and Tricks The Closer Email Customer Service What does the Customer Expect? Being Accessible The Advantages and Disadvantages Email Etiquette Tips and Tricks Examples: Chat or e-mail Recovering Difficult Customers De-Escalating Anger Establishing Common Ground Setting Your Limits Managing Your Own Emotions Understanding When to Escalate Dealing with Vulgarity Coping with Insults Dealing with Legal and Physical Threats Ten Things You Can Do To WOW Every Time Ten Tips What's IncludedCertificate of Course CompletionTraining ManualFREE Class Repeat