In the private sector, customers can choose the organizations with whom they do business. In government, they have far fewer choices. That doesn’t mean that they are not both informed and vocal about their expectations and experiences, and what government customers lack in choice they make up for in avenues for expressing their opinions. Maintaining good relationships is important for your office, in terms of public image and funding. What are you doing to make sure your customers’ expectations are met…and exceeded?
Whether you interact with customers face to face or over the phone, you are your organization's representative. Even though customers' perceptions are primarily based on interpersonal interaction with front-line employees, very little attention is placed on training employees in appropriate customer management. It is crucial that every employee understands how to effectively handle confrontations, objections and bad attitudes in order to keep customers content. This course can help!
Are you driving your customers crazy?
One of the most-often cited complaints among unhappy customers is an attitude of indifference on the part of the people providing service. It takes only 7 seconds for customers to form 11 impressions about you and your organization. If your customers don't feel like you care about them, they will go elsewhere. Lack of training on how to make customer-centered decisions can hinder your ability to make a good first impression and leave your customers feeling undervalued.
If a customer is unhappy, it's imperative that you rectify the problem immediately. A customer who has a negative experience means more than just a damaged relationship. On average, an unhappy customer tells 3 people, who each tell 3 more people, creating a wide-spread trickle-down effect that could damage your organization's credibility and its reputation. However, a customer won back after a negative experience is a customer for life. Attend this powerful 1-hour Webinar and become equipped to keep complaints and petty situations from escalating into full-blown customer service disasters.
How to Resolve Government Customer Complaints on the Spot will teach you how to react well to the realities of customer service and deal with the most difficult customers and their complaints.
When you're prepared to take ownership of problems and empowered to find solutions, not only will your customers be happier, but you'll benefit from increased confidence, less stress and greater value to your organization. This informative program can give you the information and tools necessary to resolve customer complaints and build customer relationships.
Don't go another day providing your customers with "so-so" service. Get the great customer service training you need to increase customer satisfaction and sales, reduce job-related stress and make your life easier today!
What You'll Learn
- Key employees in every government organization – know who is critical
- Keeping emotions at bay as a government customer service rep – tools to keep your cool
- Giving the customer what they want – techniques for managing the most common types of difficult customers
- Tips for sticky situations – what to do when “yes” isn’t an option
- After the encounter – learn from wins and losses
Who Will Benefit
Government customer service representatives and government customer service supervisors and managers, anyone and everyone who comes into contact with government customers.