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How to Deliver Exceptional Customer Service
A dynamic seminar that's a must-attend for everyone who communicates with customers
Customer service is the backbone of any successful business operation. Excellent customer service enhances
your brand, builds trust with your clients and customers, and sets your organization apart from the competition.
Are you confident that your customer service team is making a positive impact on customer relations at every
point of contact?
Provide your team with the skills needed to deliver exceptional customer service, minimize customer complaints,
and handle every customer interaction with confidence and tact.
Developed and presented by customer service experts, this powerful seminar offers attendees tips and techniques
for improving their workplace environment and creating stronger relationships with coworkers, as well as customers
and clients. We've drawn on years of experience from customer service experts and examined what is working in
companies across the country to provide your team with real take-aways and to-dos that will improve every customer
interaction. Each attendee will learn how to improve communication with customers in person and over the phone,
deal with angry customers confidently and successfully, maintain composure under stress, and much more.
This customer service training will help you train yourself, your staff, and your organization not only
to head off problems, but also to rise to a new level of service excellence. Learn how to:
- Increase the return on your customer service dollars
- Turn every customer into an ally
- Ensure that customers are treated courteously and fairly — by everyone in your organization
- Conquer the frustrations of customer contact
- Outservice your competitors
- Be successful with even the most difficult-to-deal-with people
- Eliminate negative situations, and win over angry and abusive customers
- Overcome stress and burnout, and reduce the turnover that plagues customer service personnel
Sometimes, a little training can go a long way. Whether your customer service team is comprised of those new
to the field or professionals with years of experience, every individual who attends this workshop will come
away with new knowledge on how to improve their customer service skills, get more personal fulfillment from
the job, and end every customer interaction on a positive note. This training will pay for itself many times
over, and both your customers and employees will thank you.
Program Overview
The Vital Role of All Customer-Contact Personnel
- 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 interaction are so important
How to Use Teamwork as a Powerful Force
- 4 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
Back to Seminar Overview
The Critical Art of Listening
- 12 poor listening habits and how to avoid them
- 11 creative techniques to sharpen your listening skills
- How listening can surmount a tense situation
Strategies for Customer Goodwill and Trust
- How to make customers feel important and why you should
- The power of using names, with 5 easy tips to help you remember them
- How to express appreciation
- Effective techniques for building customer loyalty
- 5 ways to reduce costly mistakes
Winning Telephone Techniques
- How to avoid making a bad telephone impression
- 5 ways to improve your over-the-phone persona
- Telephone greetings that set a positive stage
- 3 simple rules for answering another person's phone
- How to speak concisely and make every word count
- Strategies for contending with rude or abusive callers
- Innocent statements that drive customers away
Back to Seminar Overview
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
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