This program develops an employee’s telephone-based service skills for consistent delivery to customers. It helps create a consistent service standard within the company and provides employees with tools and techniques to build customer loyalty.
Program At A Glance
- Customer Loyalty
- Why customers leave us
- 3 factors that contribute to customer loyalty
- Service Commitments
- Service self-assessment
- 3 commitments that are basic to service excellence
- Communication
- 3 elements of communication
- How do we overcome a lack of non-verbal cues?
- Listening to determine the customer’s needs and expectations
- Connections
- “Moments of truth” in a customer connection and creating a positive impression of the company
- Maximizing “moments of truth” with each customer
- Challenges
- 3 types of difficult customers
- 5-step communication process in pressure situations
- Effective ways of dealing with customer concerns
- WOW Them
- Loyalty building
- Going the extra mile
Who Should Attend
- Front line staff
- Supervisory staff
- Management
Session Details
- One (1) day session (7 hours)
- Between 15-20 participants
- Interactive format
- Take-away participant manual
- Certificate of Recognition and lapel pin upon completion
Contact us to book your session!