Vision, Energy, and Passion to Serve

Overview:
A customer focus puts your customers at the top of your priorities list. When you put your customers into the heart of your business, you make customers part of your service culture. This is a core concept in this high-energy workshop. Participants will become more flexible and inspirational communicators able to engage customers and deliver world-class customer care with energy and commitment.
Course objectives:
By the end of this training course participants will be able to:
- Explain how their role is instrumental in creating a high-performance customer-focused environment
- Realign their thinking about customer complaint
- Describe the opportunity that exists to develop increased lifetime value from even the most challenging customer situations
- State the attitudes, skills, and knowledge required to be a professional customer care representative
- Explain the importance of measuring and benchmarking service and the value of a lost customer
- Create stronger connections with customers
- Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer
interactions
Delivery methods:
• Self-discovery and critique
• Exploration and facilitator-led discussions
• Activities-based learning
• Practical exercises
• Best practice theory exploration
Target audience
Customer service staff and professionals at all levels
Topics to be covered
Module 1
- Customers today
- What customers want
- Logic vs. emotion
- Winning customers’ hearts
- Customers want CASH
Module 2
- Defining a lifetime customer
- Loyalty drivers
- Plus one's
- Why customers leave and the cost of losing a customer
Module 3
- Methods of collecting customer feedback
- What is the Net Promoter Score (NPS)?
- Rate my NPS activity
Module 4
- Attitude, skills, and knowledge
- Characteristics of high-performing service providers
- Strategies for building rapport
Module 5
- A complaint is a gift
- Ground rules for receiving a complaint
- Hot buttons and forbidden words
Module 6
- Seven diffusing techniques
- Disengaging
- Face saving out
- Not taking the bait
- Offering choices/empowering customers
AFTER COMPLETING THIS TRAINING PROGRAM, YOU WILL BE ABLE TO
- Explain how their role is instrumental in creating a high performance customer focused environment.
- Realign their thinking about customer complaints.
- Describe the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
- State the attitudes, skills, and knowledge required to be a professional customer care representative
- Explain the importance of measuring and benchmarking service and the value of a lost customer
- Create stronger connections with customers.
- Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.
Need more details? We are one step away!
Contact us