Delivering Superior Customer Service Seminar for all Customer Facing Staff: Customer Service Excellence is what will keep your customers coming back!!!
Derrick Bradley
Delivering Superior Customer Service Seminar for all Customer Facing Staff: Customer Service Excellence is what will keep your customers coming back!!!
Seminar BackgroundCustomer service excellence is what will keep your customers coming back. 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 and company’s performance. This customer service training seminar gives your team the skills they need to communicate, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence. A dynamic seminar that’s a must attend for all front line workers Customer Service Representatives, Customer Service Supervisors, — anyone and everyone who comes into contact with customers! The success of any enterprise depends on the way it treats its customers. Whether you are in a service oriented industry, retail, manufacturing, your relationship with your customers will reflect on the company’s bottom line. And Peter Drucker said: “The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer:
Who Should Attend?
Receptionists, Counter/telesales people, Customer Service Representatives and all Customers Facing Staff, anyone and everyone who comes into contact with customers!
Learning objectives:
At the end of the course you team will Deliver better, faster service, increase customer satisfaction, gain repeat business, increase your credibility with customer understand the benefits of excellent service, give more focus on customer service success, they will understand how customer service creates revenue,
Course overview:
This training will explore the following : Delivering Excellent Customer Service, Professionalism under Pressure, Internal Customer Service, Identify Internal and External Customers, Appreciate That Internal Service Is Just as Important as External Service, Understand the Two Levels of Customer Service, Have Influence over Issues You Can’t Control, Managing Customer Expectations, Appreciate That Customer Satisfaction Is Based on Perceptions, Identify Your Customers’ Top Two Expectations, Recognize That You Can Save Time and Reducing Stress by Focusing on the Top Two Expectations of Customers, Preparing Yourself to Handle Customers by Knowing How and Where They Get Their Expectations, Managing Customer Expectations by Personality Style, Understanding Yourself and Your Own Personality Style , Understanding and Identifying the Personality Styles of Others, Expanding your Communication Skills to Get Along Easily with More Customers, Build on Your Listening Strengths, Creating Rapport with Customers More Easily to Have More Influence, Telephone skills, and E-mail, Appreciate the Power of Words, Avoid Creating Negative Impressions with Words, Use Persuasive Language Patterns, Stand Out on the Telephone , Write E-mail Quickly That Customers Will Read and Understand, Dealing with Difficult Customers, Recognize and Respond Effectively to Specific Customer Behaviours, Understand the Physiology of Anger, Listen to an Angry Customer So That They Calm Down, Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System, Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools
Learning style
We are committed to providing training that is practical, fun and inspirational. Our trainers are experienced and passionate about their areas of expertise. Our courses will give you practical knowledge, tools and tips to take straight back into the workplace.
Dates:
Friday 24 January 2014, Time: 0830 – 1600 Hrs.
Venue: Rainbow Towers Hotel
Investment (US$140) PER DELEGATE
(Tea/coffee on arrival, mid-morning tea/coffee with sandwiches, buffet lunch, drinks, cordials, afternoon tea/coffee, certificate and after training on line support plus a goodie bag)
To register - contact:
Derrick on 0774605340 or email trainingdyna...@gmail.com,trainingdyna...@gmail.com,trainingdyna...@gmail.com,trainingdyna...@gmail.com, trainingdynamicszimbabwe@yahoo.com
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