Customer Service: Exceeding Customer Expectations

3 Full Days

Become “customer-driven”  and decide how to take service to the top. Learn to be inspired to provide quality service that meets and exceeds the customer expectations. Discover the latest methods for enhancing the customer service experience while boosting self-confidence and self-esteem.

Develop abilities to show concern and caring while directing the customer to problem solving. Examine techniques to listen, summarize, paraphrase, and problem-solve. In addition, learn and practice the essential skills for providing great customer service. This course will also help participants be proactive in anticipating the customer needs without being asked. Explore the “big picture” of customer service and learn to view service from the customer’s point of view.

Course Objectives:

• Define service excellence
• Demonstrate the use of problem solving words and phrases
• Partner with the customer for win-win solutions
• Say “no” tactfully and respectfully when needed
• Demonstrate how to show concern in conversations with customers
• Use effective verbal and non-verbal language
• Know how to maintain a professional image when under pressure
• Defuse angry customers
• Demonstrate skills to balance stressful situations
• Develop confidence
• Use effective telephone etiquette
• List examples of proactive service in less than ideal situations
• Distinguish between proactive and reactive customer service
• Develop a customer service action plan for moving ahead