Customer Service and Support: How to Wow Your Customers

Corporate Education Group
Training overview
1 day
English
On-site / Company-specific
Next start date: Inquire details for price and dates information - United States of America
Start dates
Canada
Inquire details for price and dates information  (English)
United States of America
Inquire details for price and dates information  (English)

Course description

Customer Service and Support: How to Wow Your Customers

It does little good to make a sale if your company or organization cannot service your current customers. Increasingly, many companies have found that outstanding customer service is the key to customer retention, growth, and profitability. Excellent customer service representatives and teams must possess a range of skills, including the versatility and proficiency in dealing with service disruptions and difficult customers, the ability to relate to customer expectations and concerns, the confidence to assert certain points to an unreasonable customer, and the skill to generate additional sales. With the appropriate application of these skills, customers will often receive a positive customer service experience that exceeds their expectations.

This program teaches the skills needed to “wow!” your customers and surpass their expectations, beginning with some foundation skills, but then progressing to advanced concepts such as a team approach to customer service.

Who should attend?

Individuals who will benefit from this course include new and experienced customer service representatives, Individuals involved in servicing and supporting customers, and entire customer service teams.

Training Content

learning objectives:

  • Increase your ability to “wow!” your customers by exceeding their expectations.
  • Develop proficiency in various methods of communicating with customers, with emphasis on telephone and email.
  • Exhibit versatility and comfort in handling service disruptions and difficult customers.
  • Ask effective questions and listen better for the customer’s needs and concerns.
  • Identify when and how to use a team approach to customer service.
  • Display comfort in identifying and developing sales opportunities.

Day One

Module 1: How to Wow Your Customers

  • Three Zones of Customer Satisfaction
  • Developing a Customer Satisfaction and Service Strategy
  • Three General Tips for Wowing Customers
  • 3 Rs: Respect, Responsiveness, Reliability
  • Be Accountable
  • Follow the Golden Rule

Module 2: Customer Service Skills and Competencies

  • Questioning and Listening for Needs and Expectations
  • Managing Expectations and Responding to Demanding Customers

Module 3: Communicating via Email and Telephone

  • Different Modes of Communication
  • Exercise: Brainstorm for Using Email and Telephone with Customers
  • Body Language and Nonverbals
  • Guidelines on Communicating over Telephone
  • Exercise: Telephone Practice Activity
  • Using Email Effectively

Day Two

Module 4: Managing Difficult Customers

  • Service Recovery Model
  • Offering Options and Alternatives

Module 5: Sales Opportunity Analysis

  • How to Identify Sales Opportunities
  • IDEAL® Questioning

Module 6: Customer Service as a Team

  • When and How to Use Teams in Customer Service
  • Attributes of Successful Teams

Costs

Contact Corporate Education Group for pricing details.

About CEG

Corporate Education Group

CORPORATE EDUCATION GROUP

Corporate Education Group (CEG) delivers talent strategies and development solutions that align with targeted business goals to transform organizational performance. From assessments to advisory consulting, program design, training delivery, and measurement, we identify the right solutions to unlock business value....


Read more and show all training delivered by this supplier

Request info

Fill out your details to find out more about Customer Service and Support: How to Wow Your Customers.

  Contact the provider

  Get more information

  Register your interest

Contact info

Corporate Education Group


 Show phone number
www.corpedgroup.com

Request Information

Have a question about this course? Fill out this form and the provider will get in touch with you shortly

View again
Supplier Directory
Join our Supplier Directory to:
- Gain Traffic
- Get Noticed
- Showcase Your Services
- Free Listing Available