How To Deliver Exceptional Customer Service Agenda
Seminar: ID# 1003599
Agenda
The Vital Role of All Customer-Contact Personnel
- How to view your organization through the eyes of the customer
- How to handle the inherent frustrations of heavy customer contact
- Why the choices you make with each customer contact are so important
How To Use Teamwork As A Powerful Force
- Four ways to build a strong team
- How to get the support of managers, coworkers, and staff
- Tips for improving cooperation between departments
Smart Techniques For Better Communication
- How to prevent misunderstandings
- Ways to make a winning first impression
- The secrets to good rapport with customers and associates
- Easy techniques for crystal-clear, positive communications
The Critical Art Of Listening
- Two poor listening habits and how to avoid them
- 11 creative techniques to sharpen your listening skills
- How listening can surmount a tense situation
Strategies Of Customer Goodwill And Trust
- How to make customers feel important, and why you should
- The power of using names, with five easy tips to remember them
- How to express appreciation
- Effective techniques for building customer loyalty
- Five ways to reduce costly mistakes
Winning Telephone Techniques
- How to avoid making a bad telephone impression
- Five ways to improve your over-the-phone persona
- Telephone greetings that set a positive stage
- Three simple rules for answering another personŒs phone
- How to speak concisely and make every word count
- Strategies for contending with rude or abusive callers
- Innocent statements that can drive customers away
How To Deal With Complaints And Angry Customers
- How to keep from becoming upset and unraveled
- Practical tips for managing dangerous anger
- The right and wrong ways to say "no"
- Techniques for handling complaints to the customer's complete satisfaction
- How to keep your cool in the toughest situations
