Training Course:CUSTOMER SERVICE EXCELLENCESchool/Trainer:Business Training Works, Inc.
Port Tobacco, MD, United States
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' What is good customer service? How can good customer service be turned into great customer service? What are the pitfalls that many people fall into when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer service stress? Find out the answers to those and other important customer service questions during this information-packed training session. Participants will learn what good service is, how to project a customer friendly image, how to handle demanding customers, and more.
Program Objectives
As a participant, at this program’s conclusion you should be able to:
Describe high quality customer service.
List the benefits of providing good customer service to both internal and external customers.
Identify barriers to providing high quality customer service.
Apply techniques for dealing with angry or upset customers by successfully answering case studies.
Demonstrate how to measure customer satisfaction levels and take corrective action if needed by successfully answering case studies.
Understand and identify different behavioral styles and adapt as necessary. Successful understanding will be demonstrated through correct completion of case studies.
Develop an action plan to improve your customer service skills skills.
Course Outline
What an Attitude! - Where Service Excellence Starts
A positive attitude on the part of the customer service provider goes a long way toward delivering an exceptional experience. This introductory module looks at what factors make service good vs. those that ruin a customer service interaction.
The Communication Jungle - Understanding Different Communication Styles
Customers have varied behavioral styles. Learning how to adjust to each improves customer service and communication. Using Business Training Works’ signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their clients and customers, and how to adjust to each for better communication. This module is beneficial to all who wish to provide exceptional customer service to different kinds of people.
It’s Not What You Say... - Rephrasing for Better Relationships
Learning the lesson "it’s not what you say but how you say it," is one that takes some people years to understand. In this module, participants will learn how to finesse language so that it will be better received during customer interactions. Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as, "that’s not my job," and "I don’t know."
The Good, the Bad, and the Ugly - Dealing with Difficult Customers
Not all customers are easy to deal with. Using real-world case studies, in this module participants will learn how to effectively interact with angry customers, complaining customers, those who try to take advantage of the organization, and more.
Tools of the Trade - Voicemail, Email, Memos, and More
When used poorly, certain office communication tools designed to improve business communication and customer service do exactly the opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From writing style and grammar to telephone etiquette, this module reviews customer service communication tools and how to use them for maximum effectiveness.
The Clinic - What We Can Do Better
This action-oriented module looks at an organization’s current customer service practices and asks participants to list the things that they personally and as a group could do immediately, within a few weeks, and within a few months to improve customer service.
Customer Service Stress - 15 Minute Mini Spa
Dealing with customers’ needs, wants, and frustrations can lead to unneeded stress. Customer Service Excellence ¨C How to Deliver Exceptional Service that Keeps Customers Coming Back concludes with stress management techniques to ensure that the provider stays refreshed and alert and that the service being delivered is the best that it can be.
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Please go to the school's official website for training price and schedule:
http://www.businesstrainingworks.com
Phone:301.934.3250
School Address:
9015 Katie Court . Port Tobacco, MD 20677 USA
Jobs & Resumes: Port Tobacco
Houses & Roommates: Port Tobacco
Other training courses offered by Business Training Works, Inc.:
Negotiation Skills
Business Writing
Listening Skills
Communication Skills Training for Technical Professionals
Communication Skills for Managers and Supervisors
Workplace Diversity
Team Building
Customer Service Telephone Skills
Coaching for Customer Service
Supervision Skills For Managers
Basic Supervision
Time Management
Organizational Skills
Stress Management
Administrative Assistant
Creativity and Critical Thinking
Sales Training
Train the Trainer
Presentation Skills
Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
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