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

1. Customer Loyalty
• Why customers leave us
• 3 factors that contribute to customer loyalty
  
  
2. Service Commitments
• Service self-assessment
• 3 commitments that are basic to service excellence
  
  
3. Communication
• 3 elements of communication
• How do we overcome a lack of non-verbal cues?
• Listening to determine the customer’s needs and expectations
  
  
4. Connections
• “Moments of truth” in a customer connection and creating a positive impression of the company
• Maximizing “moments of truth” with each customer
  
  
5. Challenges
• 3 types of difficult customers
• 5-step communication process in pressure situations
• Effective ways of dealing with customer concerns
  
  
6. 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!