Customer Service

Brainstorm Dynamics, Inc.
Cockeysville, MD, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This skill-based workshop is designed for employees in the organization who are in customer service roles with internal or external customers. All the information and exercises can be easily applied to work-related situations. Customer Service is designed to be facilitated in two-days, or if you prefer, in a series of short-term meetings.



Workshop Objectives

Participants will learn to:


Build trust and encourage repeat business.


Increase customer satisfaction from internal and external customers.


Determine what customers really want and how to meet those needs.


Deal with dissatisfied customers or colleagues.


Adopt a professional, friendly perspective throughout conversations.


Work toward positive outcomes.


Create rapport with any customer or co-worker.


Workshop Topics


Identifying Service Excellence


Doing a Customer Service Analysis


Identifying "Blocks" to Excellent Customer Service


Identifying Key Customer Service Skills


Recognizing the Customer’s Emotional Level


Identifying Positive and Negative Listening Responses


Using Questions to Gather Information


Presenting Information to Customers


Developing Effective Language to Satisfy Customers


Dealing with Anger and Other Negative Emotions in Customers


Determining Your Level of Empowerment with Customers


Identifying Blocks to Successful Performance

...''

Phone:410-561-9050

School Address:

Brainstorm Dynamics, Inc., PO Box 410, Cockeysville, MD 21030-0410


Jobs & Resumes: Cockeysville
Houses & Roommates: Cockeysville

Coaching
Conflict
Facilitation Skills
Interviewing
Listening
Mentoring
Practical Leadership
Presentation Skills
Team Dynamics

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